Technical Support Representative I

Clean Energy Fuels   Newport Beach, CA   Full-time     Information Services / Technology (IT)
Posted on August 24, 2021

Summary
Answer support phone calls from field technicians and serve as technical contact for routine service-related problems with Clean Energy stations. Provide basic technical support to service technicians on Programmable Logic Controllers (PLCs), Point-of-Sale computer (POS), and CNG/LNG operations. Diagnose, troubleshoot, and repair problems with technicians of the equipment while utilizing escalation points as needed to minimize downtime and deliver an uncompromised, exceptional fueling experience for our customers.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Serve as technician contact for routine technical and service-related problems of CNG/LNG stations.

Provide technical support to service technicians on PLCs by diagnosing, troubleshooting, and repairing basic and routine problems ensuring promptness and optimal performance.
Respond to technical questions regarding POS equipment problems or requests for information.

Utilize tools such as Remote Assist, Halolens, Connectwise and other technology to remotely support technicians.

Diagnose basic and routine mechanical, hardware, software and system failures for POS and PLC systems using available documentation from OEMs.

Learn and apply policies, processes, techniques, and concepts to ensure the resolution of basic and routine technical problems.

Troubleshoot and determine the most cost-effective repair and resolution to minimize customer and/or equipment downtime.

Maintain highest level of customer satisfaction by promptly resolving tangible problems and concerns of low complexity.

Escalate problems and issues to a higher level of support including service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.

Respond to, follow up, and close all assigned problems.

Acquire and apply new knowledge and skills necessary to support Clean Energy stations.

Provide after hours and/or weekend or holiday support (on call) as business needs arise.

Available to work regular scheduled weekends or afternoon shifts or swing shifts as needed to provide a 24/7 support team.

Install and configure new or replacement POS and update firmware, migrate programs and download programs to replacement PLCs remotely and/or on-site.

Document problems and status reports.

Travel is expected up to 20% of the time and required in performance of job duties and responsibilities.

Other duties as assigned.

Supervisory Responsibilities
This job has no supervisory responsibilities.

Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
High School Diploma or equivalent, 0-2 years of related experience and/or training; or equivalent combination of education and experience.

Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills
Basic to intermediate knowledge of POS and/or PLC for CNG/LNG stations is strongly preferred. SCADA experience strongly preferred. Knowledge of Microsoft applications including Word, Excel, Outlook, and PowerPoint.

Certificates, Licenses, Registrations
OEM certifications for CNG compressors and CNG dispensers preferred

Competencies
To perform the job successfully, an individual should demonstrate the following behaviors:

Quality:  Consistently produces high quality work (accurate, neat, and thorough). Strives to improve productivity, processes and quality. Demonstrates strong knowledge and skills related to the job. Presents a professional image with dress, demeanor, and manners. Maintains clean work space, company equipment and company vehicles. Safety is a high priority; performs job safely.

Communication: Communicates clearly, concisely, effectively, professionally and timely. 
Exhibits good listening and comprehension skills. Keeps others appropriately informed and shares ideas even when unpopular.  Listens to what others have to say.  Maintains open and active communication with colleagues. Effectively uses knowledge and experience in asking, probing, and anticipating issues to ensure quality is provided.

Teamwork:  Fosters the spirit of working with each other.  Displays respect, courtesy, politeness, tact, and openness. Handles conflict in an appropriate and professional manner. Builds relationships, promotes cohesiveness, models collaboration with others.  Considers impact and issues for our customer and other departments.  Engages other impacted departments early for solutions.

Persistence:  Develops workable alternatives and solutions. Exhibits persistence in following assignments through to completion. Promotes process improvements.

Reliable:  Responds in a timely manner.  Is honest, ethical, value-driven and trustworthy. Keeps commitments made, completes assignments and meets deadlines. Accountable--Takes responsibility for own actions and performance. Meets attendance and punctuality guidelines. Available and accessible.

Entrepreneurial:  Takes initiative and appropriate action.  Is engaged and committed to achieving the company’s mission. Pursues better ways to get things done and takes appropriate risks. Keeps up to date with competitor information and market trends. Controls costs and thinks in terms of profit, loss and added value. Is committed to the satisfaction of customers.

Leadership:  Provides clear direction around a vision.  Creates actionable plans and is proactive & anticipatory.  Demonstrates innovative approaches and solutions.  Is an example for employees and others.  Accepts responsibility for individual and team performance.  Makes appropriate and timely decisions and takes action on decisions.   Sets clear and reasonable performance expectations. Motivates and empowers others.  Delegates tasks appropriately.  Recruits staff of a high caliber.  Provides feedback to subordinates that is timely and direct.  Recognizes subordinates for their contributions and effort. Encourages continuous growth and learning in others.  Shows respect for others and their ideas.  Helps others manage through change.

Passion:  Is excited and creates enthusiasm about the company’s future.  Promotes a sense of company pride.  Displays sense of pride in the department and its contributions.  Displays passion for the job.

Physical Demands
Physical demands are customary for this type of position. Always practice good judgment and refer to the safety guidelines. The employee is frequently required to walk and sit. The employee is occasionally required to stand. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel required up to 20% of the time.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Always practice good judgment and refer to the safety guidelines.

The noise level in the work environment is usually moderate.