Technical Customer Service Representative

Hot Shot Secret; Gilead Township (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Hot Shot Secret is seeking a full-time Customer Support Engineer in Mount Gilead, OH to provide expert guidance on diesel engines, lubricants, and maintenance solutions. You will diagnose customer concerns, recommend products, and collaborate with R&D, Marketing, and Sales to address questions while ensuring outstanding service.

You will respond via phone, email, live chat, or social media, delivering technical recommendations and education on product usage and maintenance intervals.

Qualifications

• Strong knowledge of diesel engines, fuel systems, and lubricants.
• Excellent problem-solving and troubleshooting abilities.
• Strong communication and active listening skills.
• Familiarity with CRM and order entry systems.

Responsibilities

• Respond to customer inquiries via phone, email, live-chat, and social media regarding product applications and troubleshooting.
• Provide technical recommendations for diesel engine oils, fuel additives, lubricants, and maintenance products.
• Assist customers in diagnosing diesel engine issues such as fuel system problems and emissions challenges.
• Educate customers on proper product usage and maintenance intervals.
• Support dealers, distributors, and sales reps with technical information and training.
• Resolve customer concerns professionally while delivering exceptional experience.
• Collaborate with R&D, Marketing, and Sales to address feedback and product questions.
• Stay current on diesel engine technologies and Lubrication Specialties offerings.
• Participate in product testing, training events, and customer education initiatives.
• Document customer interactions and maintain records in CRM systems.
• Other duties as assigned.

Skills

Diesel engine knowledge

Troubleshooting skills

Customer communication

CRM experience

Data entry tools

Order entry systems

Education

High School Diploma or equivalent

Tools

CRM systems

Data entry tools

Order entry systems

Job description

Job Details

Job Location: Mount Gilead, OH 43338

Position Type: Full Time

Purpose

This position is responsible for providing expert guidance on diesel engine performance, lubrication products, fuel additives, and maintenance solutions. This role combines customer service excellence with technical expertise to diagnose customer concerns, recommend appropriate products, and support overall customer satisfaction and brand loyalty.

Responsibilities

• Respond to customer inquiries via phone, email, live-chat, and social media regarding product applications, performance, and troubleshooting.
• Provide technical recommendations for diesel engine oils, fuel additives, lubricants, and maintenance products.
• Assist customers in diagnosing common diesel engine issues such as fuel system problems, injector concerns, emissions system challenges, oil consumption, and performance issues.
• Educate customers on proper product usage, maintenance intervals, and preventative maintenance practices.
• Support dealers, distributors, and sales representatives with technical product information and training.
• Resolve customer concerns or complaints professionally and efficiently while delivering exceptional customer experience.
• Collaborate with R&D, Marketing, and Sales teams to address customer feedback and product questions.
• Stay current on diesel engine technologies, emissions systems, industry trends, and Lubrication Specialties product offerings.
• Participate in product testing, training events, trade shows, and customer education initiatives as needed.
• Document customer interactions and maintain accurate records in CRM systems.
• Other duties as assigned.

Desired Knowledge, Skills, and Abilities

• Strong knowledge of diesel engines, fuel systems, lubricants, and preventative maintenance practices.
• Strong problem-solving and troubleshooting abilities.
• Strong communication and active listening skills.
• Ability to stay calm under pressure and demonstrate empathy with frustrated customers.
• Comfortable using computers, CRM systems, and data entry tools.
• Familiarity with order entry systems and dealer/customer support environments.

Education and Experience

• A High School Diploma or equivalent is required.
• Prior customer service or sales support experience.
• ASE, manufacturer, or diesel industry certifications are a plus.

Other Information

• Ability to sit, stand, and work at a computer for extended periods.
• Occasional lifting of product samples up to 25 pounds.
• Ability to attend trade shows, customer visits, or company events as required.