Technical Customer Service Representative

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.