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Hexagon Agility is the leading global provider of highly engineered and cost-effective compressed natural gas, liquid natural gas, propane, and hydrogen fuel systems and Type 4 composite cylinders for medium- and heavy-duty commercial vehicles. Our solutions enable the safe and effective use of natural gas, propane, and hydrogen as a transportation fuel. These clean fuels reduce greenhouse gas and other air emissions and save money for fleet operators and their customers. Hexagon Agility is the most recognized brand for performance, reliability, durability, and safety of our fuel systems as well as our engineering capabilities and superior end-to-end customer service. To learn more about Hexagon Agility, please visit our website at www.HexagonAgility.com

We are currently seeking an Automotive Technical Support Specialist who will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively managing customer technical issues, complaints and inquiries, keeping the customer satisfaction at the core of every decision and behavior. We are looking to base this role out of our Costa Mesa, CA, Lincoln, NE or Salisbury, NC location.

Responsibilities

• Manage inbound and outbound communications in a timely manner.

• Interact with staff at repair centers needing assistance with vehicle diagnosis and repair.

• Identify customers’ needs and gather necessary information to assist with diagnosis.

• Check for existing information through research of manuals and technical resources.

• Provide diagnostic guidance and/or repair information.

• Process parts orders as needed to fulfill customer’s needs.

• Determine warranty eligibility and approve warranty repair in accordance with warranty policies and procedures.

• Collaborate with support team and escalate complex problems to facilitate concern resolution.

• Accurately record case information and communication using company computer system.

• Build sustainable relationships and engage customers by going the extra mile and regularly follow up on open issues through to completion.

• Keep up to date on all known product concerns and information updates.

Education Experience

• Associates Degree in Automotive Technology or Equivalent field experience.

• Experience in mechanical system diagnosis and repair.

Skills and Qualifications

• Previous work experience in the Medium/Heavy duty vehicle repair industry.

• Proficient in the use of Workshop Manuals, Wire Schematics, Diagnostic Routines.

• Ability to provide remote guided diagnostics and repair instructions.

• Ability to multi-task, set priorities and manage time effectively.

• Great people skills with ability to build trusting relationships

• Proficient in MS Office: Word, Excel, Outlook required.

• Experience with ERP systems a plus

• Strong phone, verbal and written communication skills along with active listening.

• Strong organizational skills with attention to detail.

• Focus on a High Level of Customer satisfaction.

• Alternative fuel engine and system experience a plus.

• Up to 10% travel may be required.

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.

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

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

This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary.

Disclaimer:

The above statements are intended to indicate the general nature and level of work performed by employees within this position. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job.

Agility Fuel Solutions is an equal opportunity and affirmative action employer and ensures that all qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, disability or veteran status.