Confirm your location

Choose a region to see content specific to your location.

Technical Support Representative

Location: Charlotte, North Carolina, United States of America
Employment: Permanent
Salary: $45,000 - $50,000 USD

Job Overview

About The Role

We have a fantastic opportunity to join us as a Technical Support Representative. The role is responsible for supporting the Western Global Team throughout North America in all technical aspects as it pertains to the Western Global product line. The TSR will play a key part in assisting with the sales process, troubleshooting, customer disputes and warranty claims as it relates to Western Global and Vendor supplied products.

 

Who We Are

Western Global is the world’s leading supplier of mobile fuel storage solutions and has locations in UK, Poland, North America and the Middle East.

The business is highly innovative and designs, manufactures and distributes fuel & fluid storage solutions across the world.

The business has grown significantly over the past couple of years and was acquired by Private Equity in Jan21.

Our strategy involves us supporting our customers in overcoming the challenges they face in fuelling equipment and offering power generation in remote and off-grid locations. We will work with our suppliers and other partners to make Western a long term partner they can trust and rely on.

People are a key element to support our planned growth and we are looking for a talented, forward-thinking individual, with a can-do attitude.

Western Global’s values form the fundamental elements that drive the business and ensure everyone remains in the right direction. Our work is guided and informed by our beliefs and commitments to:

  • Teamwork: Working as one team across countries and departments to go above and beyond for each other and our customers.
  • Openness: Communicating with each other and welcoming ideas and opinions, especially when they challenge our assumptions.
  • Passion: Caring about creating innovative and quality products and solutions for our customers.
  • Integrity: Nothing is more important than our reputation and behaving with the highest ethical standards.
  • Celebrate Success: Getting together to recognise and reward our achievements.

 

What will you be doing as our Technical Support Representative?

Warranty/Returns/Freight Claims

  • Be the primary contact for the Western Global Team and customers, as it relates to Warranty
  • Work with customers/vendors to provide warranty assistance in a manner that meets the customer’s expectations
  • Determine if product warranty is valid
  • Track failures within the product line to intercept potential future breakdowns and take corrective action if needed
  • Determine Western Global products and parts returns to be valid
  • Work with Technical Sales and Support Lead to interoperate/negotiate freight claims disputes

Troubleshooting

  • Provide support to Western Global Team and customers on product diagnosis and work to correct failures on the spot, if possible. This support will be provided through a variety of different forms of communication, such as, telephone, online chats and e-mail

Product Support

  • Provide part numbers to team members and customers
  • Work with Technical Sales and Support Lead to understand applications and properly advise of Tanks, Parts and Accessories for team members and customers

Service Work

  • Work with both PEI and outside Service Providers to obtain in person support to customers
  • Schedule service work, such as, repairs, pressure testing and installations for customers

Customer Satisfaction

  • Provide technical support in a timely manner
  • Aid in mending customer relations through support on products
  • Work with Technical Sales and Support Lead to determine if goodwill gestures are appropriate in order to drive customer satisfaction

Administrative

  • Process Warranty Claims and Sales Orders
  • Process and track Western Global Products/Parts Returns
  • Build Cases in Netsuite to track warranty claims, goodwill, product failures and freight claims
  • Create NCR reports

 

What we are looking for in our ideal Technical Support Representative:

Required Attributes

  • Proven working experience in a technical role similar in nature
  • Basic understanding of electrical systems and voltages (AC/DC)
  • Basic understanding of pump systems as it relates to the oil and gas industry
  • Experience in customer support
  • Good standard of IT capability e.g. Microsoft Outlook & Word
  • Analytical and problem-solving skills
  • Excellent attention to detail
  • Confident communicator on the telephone and in person
  • High levels of both verbal and written communication
  • Ability to effectively organize and prioritize
  • Multi-task to meet deliverables with little supervision

Desired Attributes

  • Experience within a technical environment i.e. engineering, automotive, oil/gas industry etc.
  • Basic mechanical skills
  • Experience in troubleshooting – On-site and Remote
  • Previous experience in a manufacturing industry
  • Previous use of a CRM tool ideally NetSuite.
  • A valid Driving License.
  • Market knowledge (Oil/Gas Industry)

Personal Attributes and Qualities

  • Technical mindset – ability to assess a situation and take corrective action based on findings
  • Patience – ability to calmly assess a situation
  • Confident manner
  • Determination – not easily discouraged or put off
  • Passion, enthusiasm and charisma
  • Innovative – prepared to see beyond how it has been done before
  • Positive outlook – always sees opportunity through any adversity
  • Resilient – ready to bounce back from any challenges
  • Assertive – communicate intentions clearly and effectively in a friendly manner
  • Positive, self-motivated and with a helpful attitude

 

What can we offer you?

We offer a market competitive pay and benefits program, as well as opportunities for advancement, knowledge and skills development, and recognition of achievements. In addition, we offer the following benefits to our employees:

  • Medical, Dental & Vision Insurance
  • 401(K) Retirement Program
  • Life Insurance
  • Short-Term & Long-Term Disability Plans
  • Personal & Professional Growth Opportunities 
  • Flexible Spending Accounts 
  • Generous Holiday & Vacation Program
  • Annual Bonus & Salary Reviews 

Western Global is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, religion, national origin, gender, sexual orientation, gender identity, disability, military/veteran status or other characteristics protected by law.

If you have the skills and experience we are looking for, click ‘Apply’ now to be considered as our Technical Support Representative – we’d love to hear from you!

Technical Support Representative
Location: Charlotte, North Carolina, United States of America
Employment: Permanent
Salary: $45,000 - $50,000 USD

Let's go to work

Contact