Technical Customer Service Representative

Hot Shot Secret; Gilead Township (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Hot Shot Secret is seeking a Customer Support Specialist in Mount Gilead, OH to assist customers with diesel engine oils, fuels, lubricants and maintenance products. You will diagnose issues, provide recommendations, and train dealers and sales teams while maintaining CRM records.

The role requires strong communication, problem-solving, and a solid grounding in diesel technology, with readiness to participate in events and stay current on industry trends.

Qualifications

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

Responsibilities

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

Skills

Diesel engines

Problem solving

Communication skills

Data entry

Customer service

Education

High School Diploma

ASE/diesel industry certifications (plus)

Tools

CRM software

Job description

Job Details: Job Location: 3975 Morrow Meadows Drive - Mount Gilead, OH, Position Type: Full Time, Salary Range: Undisclosed, PURPOSE

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.