Customer Service Representative / Help Desk - Hybrid Work!

The Fuel Systems Customer Service Representative / Help Desk role is responsible for the capture and analysis of remotely polled data, remote diagnostics of various fuel related equipment, technical support of fuel related equipment, problem solving related to fueling equipment, and customer support associated with fueling systems.

Responsibilities

Data Capture and Analyses

• Remote diagnostics of automatic tank gauge (ATG) equipment and dispersal monitoring equipment for functionality and communications issues
• Identify and dispatch repair of network communication issues associated with field installed equipment.
• Work with peers and customers to identify/resolve existing site operational issues that affect receipt and/or accuracy of data from customer's site-specific equipment
• Collaborate with team members on the analysis of ATG equipment polling data pertaining to fuel inventory and compliance data
• Collaborate with team members on the analysis of dispersal monitoring equipment transactional data

Customer Report Function

• Work with customers, internal fuel logistics and sales personnel to resolve outstanding accounting/billing issues related to customer accounts
• Review and appropriately react to multiple daily operational reports/dashboards to monitor ongoing system data activity

Implementation of New Customer Accounts

• Work with assigned internal project managers, implementation teams and outside contractors to bring new customers ATG and dispersal monitoring equipment on line for remote communication

• Identification/collection of site-specific information required for startup
• Address technical issues that can adversely affect new equipment installations
• Work with peers to facilitate new customer relationships for on-going successful account management

• Facilitate/implement the daily operational processes for new customer installed equipment.

Repair and Maintenance Program Management

• Work with team members as a technical representative correcting fueling related operational equipment issues at customer sites
• Manage customers on-going fueling system related equipment maintenance program to meet regulatory, manufacturer and customer contractual requirements by updating in-house operating systems
• On-going tracking and contractor follow-up of customers' fueling related equipment repairs and maintenance program.
• Review and process vendor invoices
• Provide "On-call" customer support in the form of a rotation for 1 week every 5-6 weeks

Position Requirements

Formal Education & Certification

• High school diploma
• College education preferred

Knowledge & Experience

• Two year's work experience preferred
• Strong computer system knowledge and skill on software/hardware, particularly in Office 365 (Access, Excel, Word, and Outlook) preferred
• General knowledge in Networking/VPN/IP communications is preferred.

Qualifications & Characteristics

• Desire to please customers
• Strong issue resolution skills
• Proactive thinker
• Strong analytical skills
• Strong verbal and written communications skills
• Strong listening skills
• Good organizational skills
• Desire to learn/grow personal skills
• Able to work in open environment as a team player

Work Environment

• Hybrid Work Environment once training is completed. (3 days in office / 2 days remote)
• After hours on-call support, from remote home computer, rotates between the Tech team.
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.