Customer Support Lead (Diesel Diagnostics)

TL;DR

Customer Support Lead (Diesel Diagnostics): Leading a technical support team to provide diagnostic assistance for commercial trucks and off-highway vehicles with an accent on team performance and complex mechanical troubleshooting. Focus on resolving escalated customer issues and optimizing departmental workload.

Location: Hybrid (Irmo, South Carolina, USA)

Company

hirify.global provides cutting-edge diagnostic tools, repair information, and training to revolutionize the commercial truck and off-highway vehicle repair industry.

What you will do

• Lead and motivate the customer service team to exceed client expectations and maintain high morale.
• Monitor call volumes, prioritize tasks, and distribute workloads to ensure departmental goals are met.
• Provide technical troubleshooting for mechanical issues via phone or chat using company resources.
• Act as the primary point of contact for escalated customer issues, ensuring timely and accurate resolution.
• Conduct performance reviews and provide coaching to enhance team productivity.
• Test equipment after vendor repairs and attend meetings with customers and sales teams.

Requirements

• Minimum of 5 years of Diesel Technician experience in a dealer or fleet setting.
• High school diploma or equivalent.
• Strong knowledge of diagnostic software gained through professional experience.
• Demonstrated success in conflict resolution and handling client complaints.
• Must be based in or able to work in Irmo, SC (Hybrid).

Culture & Benefits

• Competitive salary and benefits package.
• Collaborative and innovative work environment.
• Opportunities for career growth and professional development.
• Access to a passionate and dynamic team.