If you have a knack for troubleshooting and the ability to learn quickly, this position offers you the opportunity to develop your skills and experience, join a fast-growing support team, and work with leading edge green technology at an expanding industry leader. You will provide remote support for natural gas fueling stations throughout the country, expanding your skills initially in POS and, over time, in PLC and SCADA systems. The Requirements
To meet the basic qualifications for this position you will have:- A high school diploma, GED, or higher level education.
- Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship.
- 1 to 2 years of experience troubleshooting point of sale (POS) software and a basic understanding of Internet communication; experience installing POS systems is a strong plus
- Strong general troubleshooting and problem solving skills, including technical knowledge
- A diagnostic mindset to find root cause
- Excellent customer-facing skills
- Knowledge of Microsoft applications including Word, Excel, Outlook, and PowerPoint
- The ability to learn technical information quickly
- Knowledge of video surveillance systems
- Knowledge of programmable logic computers (PLC) and programs such as Siemens, Horner, AB, etc.
- Familiarity with supervisory control and data acquisition (SCADA) systems, such as GE Proficy iFix 5.8, and IGS
- Experience troubleshooting electromechanical equipment, ideally including natural gas reciprocating compressors
- The ability to understand Internet networking and telecom protocols; direct experience with protocols such as Cscan, Profibus, Profinet, Modbus, Device Net, Ethernet, etc. would be helpful
- Experience troubleshooting control circuits, 4-20ma, 24vdc, transducers, RTDs etc.
- Programming skills in PLC or HMI
- A+ certification
You also will spend about 20% of the time in the field to help install systems or troubleshoot on site. For the most part you'll drive to stations in the local area, but there may be overnight travel on occasion. In addition, you will participate in our 24x7 on call rotation about once a month.
The Role
Reporting to the Call Center Manager, you will answer inbound customer phone calls and serve as customer contact on basic and routine technical and service related problems with station POS systems. Quick question for you - click here
You'll also provide routine technical support to We have unmanned fuel stations located throughout the U.S. and the PLC and POS systems are monitored off-site, using SCADA technology. You'll respond to all alarms, alerts, issues and warnings in a timely and efficient manner. Most issues can be handled remotely, but if not, you will deploy a Service Technician to the station with very specific instructions of the issue at hand. You'll work with a variety cross-functional teams including the Call Center, Maintenance Planners, Operations Directors, and Service Technicians.
More specifically, you will:
- Serve as customer contact on routine technical and service related problems of POS systems
- Provide technical support to service technicians on PLCs by diagnosing, troubleshooting, and repairing basic and routine problems, ensuring promptness and optimal performance
- Interact with customers and respond to technical questions regarding POS equipment problems or requests for information
- Diagnose basic and routine mechanical, hardware, software and system failures for POS and PLC systems using established procedures
- 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 the 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 POS and PLC systems
- Provide after hours and/or weekend or holiday support (unscheduled support) as business needs arise
- Install POS remotely and/or on-site
- Document problems and status reports
- Handle other duties as assigned
Why Clean Energy
Professional development -- ours is a fast-moving environment that will keep you on your toes, but one in which you'll learn and further develop your skills. You'll work with a strong team and you'll have plenty of opportunities to learn from your peers and through other training. Your success here could set you up to pursue multiple career paths within Clean Energy.
Make an impact -- we are always evolving processes, and we'll welcome your ideas and suggestions. For example, if you have an interest in learning basic programming, you might contribute to special projects that will make things easier for the entire team.
Autonomy and support -- we'll give you the elbowroom you need to succeed, and look to you to take ownership of your role and your projects. At the same time, help is never far away.
Strong growth -- Clean Energy has the right solutions at the right time, as more and more organizations are exploring alternative fuel vehicles and solutions. We are growing strong, and Technical Support plays a key role in ensuring station up-time while helping keep costs low.
Green standard for sustainability -- you probably already knew that natural gas burns much more cleanly than gasoline and diesel, producing significantly lower greenhouse gas emissions. But did you also know that natural gas is increasingly renewable, using biomethane reclaimed from landfill via waste-to-energy solutions? Clean Energy is helping companies and public organizations meet aggressive environmental goals.
Excellent compensation -- in addition to a competitive salary and discretionary bonus, we offer a comprehensive benefits package that includes all you would expect plus some pleasant surprises, such as a discretionary match on our 401(k) plan -- in four of the last five years the company has matched 50% of the employee's annual contribution.
Pictured above: Clean Energy is building America's Natural Gas Highway, a network of public CNG and LNG fueling stations connecting coast to coast and border to border. We also build private stations for customers who run fleets. Below: at the heart of every station is the specialized, state-of-the-art compressor equipment. IMW, a Clean Energy company, has been designing and building compressors for decades and has, in many ways, set the industry standard for these fueling systems.
Keys to Success
To excel in this role you will take a proactive approach to getting acquainted with our stations, operations, technologies and overall procedures. We understand that there will be a learning curve, but you should be motivated to start handling alerts and calls in short order. Your success will be measured by a few key metrics: improvements to time to repair, decreased technician overtime and increase in station up-time.We operate in a high-energy, high-expectations environment where you'll enjoy the autonomy to do your work with little supervision, as long as you deliver quality and accurate results. To be successful in our culture, you'll be self-driven and self-motivated, have a pleasant attitude, sense of urgency, follow-through, and a desire to learn and contribute.
Flexibility will be important because change is a constant. In fact, while some situations call for clear and straightforward responses, in others you may need to work through a variety of steps to get to a resolution.
Your communication skills also must be strong as you work effectively across functions (with Service Technicians, Construction and Engineering, for example). Though you'll need to prove yourself and find a balance working with multiple stakeholders, you won't work in a silo. We believe you will find us to be a cohesive and helpful group, all dedicated to the benefits of clean energy fuel. If you have the proactive attitude, strong work ethic and drive, and the desire to make a difference, you'll fit right in.
About Clean Energy
Taking the Lead in Clean-air TransportationClean Energy has a broad customer base in the solid waste, transit, ports, shuttle, taxi, trucking, airport and municipal fleet markets, fueling more than 35,000 vehicles at approximately 500+ strategic locations across the United States and Canada.
Clean Energy owns and operates two LNG production plants, one in Willis, TX and one in Boron, CA, with combined capacity of 260,000 LNG gallons per day and designed to expand to 340,000 LNG gallons per day as demand increases. It also owns and operates a landfill gas facility in Dallas, TX that produces renewable methane gas or biomethane for delivery in the nation's gas pipeline network.
The Clean Energy vision extends beyond servicing the high fuel-use requirements of fleet operators. We are committed to helping businesses access the measurable advantages of clean-fuel solutions. Simultaneously, we are committed to protecting our environment as the leader in clean-air transportation. Clean Energy has proven that business and environmental goals can indeed find common ground, with mutually profitable results. Our vision and efforts have received recognition and awards from business and environmental organizations alike.
Video: Clean Energy is moving America toward the use of natural gas for transportation, and we're continuing to grow.
