Field Service Technician

Direct Service Technician

Tommy's is seeking a dedicated Direct Service Technician who travels to locations across the nation to perform specialized service work. This role involves handling high escalation issues to ensure a prompt resolution. This individual will also collaborate with various departments to enhance service efficiency and effectiveness.

What can Tommy's offer you?

• Competitive base pay and annual bonus
• Full insurance package including Health, Dental, Vision, Life, Disability, Employee Assistance
• 401k match and complimentary financial planning services with Merrill Lynch
• Paid time off and paid holidays
• Opportunity for continued education and tuition assistance
• Valuable learning and development program
• Significant ability to grow internally for motivated and strong performing team members
• Fun, energetic, family-oriented work culture with an emphasis on team member morale
• Nationwide presence

Position Responsibilities: 

• Travel nationwide to perform specialized, paid service work on-site at client locations
• Professionally document all services performed, ensuring accurate and thorough records
• Collaborate with cross-departmental leaders to identify common issues and develop efficient solutions
• Address high escalation issues, coordinating directly with managers and owners to ensure timely and effective resolution
• Maintain high level of customer satisfaction through quality service and professional communication
• Develop and lead training for service and support department.
• Assist in equipment support responsibilities as needed.

Position Qualifications & Candidate Attributes:

• High School diploma or GED
• 1 year of wash experience and/or car wash equipment troubleshooting
• 2 years of Professional experience
• Technical savvy and proficient in Microsoft Office; experience within database systems a plus
• Excellent written and oral communication skills
• Process-oriented and strong collaborator with ability to communicate and manage well at all levels of the organization and across various departments
• Strong organizational and time management skills; ability to multitask and prioritize workload
• Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise good judgment and make sound data-backed decisions
• High level of integrity and dependability with a strong sense of urgency and results-orientation
• Views customer care as high priority; exhibits a positive can-do attitude
• Displays a strong initiative and drive to identify gaps and fill them

Work Environment

This job operates in a professional retail and office environment. Office hours are Monday - Friday from 8:00am - 5:00pm, and our Equipment Support hours are Monday - Friday from 6:00am - 10:00PM then Saturday from 8:00am - 4:00pm. This role routinely uses standard office equipment such as computers and phones. This role operates in all areas of the car wash facility, including both indoor and outdoor work. This position often works outside of standard office hours.

Physical Demands

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the team member must be able to: 

• Able to work in a fast pace environment 
• Able to move about inside the office to access file cabinets and office machinery, etc.
• Able to effectively communicate, detect, converse with, discern, convey, express oneself and exchange information
• Able to move equipment weighing up to 50 pounds.
• Able to work and commute in all weather conditions
• Able to use hand and power tools
• Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers. 

Travel

Travel to various wash locations.  

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Therefore, other duties may be assigned by your manager. Duties, responsibilities, and activities may change at any time with or without notice.  

Company Overview:

Tommy's Express is a national franchise for outstanding car washes and car care services. Powered by industry leading technology and decades of experience and planning, Tommy's Express car washes deliver a cutting-edge car wash experience unlike anything you've encountered before. Our fully automatic washes feature advances including the easy-loading car wash dual belt conveyor, wide open car wash bay for natural lighting, advanced presoak and sealer services, and free high-power self-serve vacuums on site.

Tommy Car Wash Systems (“TCWS”) is the power behind our Tommy’s Express equipment. TCWS is a team of passionate car wash professionals working to create opportunities for our partners to become the best car wash operators they can be. We provide modular building designs, robust stainless-steel car wash equipment, an advanced Wash Club license plate reader system, the Tommy Transporter belt, high performance wash detergents, and an industry-leading franchise opportunity. At Tommy Car Wash Systems, we have a solution for almost any size operator. Our team has assisted in the development of hundreds of some of the most successful car washes around the world. Together, Tommy’s Express and Tommy Car Wash Systems make up the Tommy’s Corporate brand, headquartered in Holland, MI.