Job Description
Network Support Specialist Tommy's is looking for a Network Support Specialist to service our franchise partners with on-call networking and software troubleshooting of car wash equipment. This role is crucial to client support and needs to demonstrate exemplary customer service skills, delivering a proactive and positive approach, with a sense of urgency. The Software Support Specialist role is classified as either Tier 1, Tier 2, or Tier 3 dependent on experience and knowledge/skill level and determines the complexity of issues assigned.
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:
- Troubleshoot and support Point of Purchase (POP) applications, including transaction errors, connectivity issues, and software configuration problems.
- Diagnose and resolve issues with License Plate Recognition (LPR) systems, including camera alignment, capture accuracy, and data transmission.
- Maintain and troubleshoot camera and surveillance systems, including IP cameras, recording systems, and remote access configurations.
- Analyze and resolve network connectivity issues across devices such as POS terminals, cameras, computers, and peripheral systems.
- Work with network infrastructure, including switches, routers, and cabling, to identify and correct physical and logical network problems.
- Interpret and troubleshoot network configurations, including IP addressing, VLANs, routing, and firewall rules.
- Monitor system performance and logs to proactively identify and resolve issues across POP, LPR, and camera systems.
- Collaborate with internal teams and vendors to escalate and resolve complex technical issues.
- Document troubleshooting steps, resolutions, and system configurations for ongoing support and knowledge sharing.
- Support the equipment team with internal escalations for items related but not limited to networking and software. The Software Specialist position is a support role for both Franchise locations and the equipment support team, equally.
- Perform other duties as assigned.
Position Qualifications & Candidate Attributes:
- High school diploma or GED; Bachelor's degree preferred
- 2+ years of any Network/Programming background
- Experience working within a technical helpdesk environment
- Experience with low/high voltage electrical and hydraulics preferred
- Technical savvy and proficient in Microsoft Office
- Excellent written and oral communication skills
- Process-oriented and strong collaborator with the 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 daily workload
- Highly adaptable with strong problem-solving and critical thinking skills; ability to exercise sound judgment and make decisions based on accurate and timely analyses
- High level of integrity and dependability with a strong sense of urgency and results-orientation
- Views customer care as high priority
Work Environment and Physical Demands:
This job operates in a professional office environment. Office hours are Monday through Friday from 8:00am - 5:00pm. Support hours are from 6:00am - 10:00pm. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and operates primarily indoors with limited to no travel expectations.
To successfully perform the essential functions of this job, team member must be able to:
- Ability to work and commute in all weather conditions
- Able to move about inside the office to access standard office equipment, etc.
- Remain in a stationary position 50% of the time, alternating between sitting and standing
- Constantly operate a computer and other office productivity machinery such as; keyboard, copy machine and printer
- Ability to move and lift up to 30 pounds
- Able to effectively communicate, listen, detect, converse with, discern, convey, express oneself and exchange information
- Able to walk, bend, twist, turn, stoop, climb steps, reach with hands, use hands to fingers
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's Express Operations consists of a number of corporately owned Tommy's Express car wash locations across the country. This is a quickly growing operation with intentions to open or acquire 3-5 new locations per year through the launch of Tommy's Express Capital, a new private fund strategy.
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.
Job Tags
Work at office, Remote work, Monday to Friday