Sonny's Enterprises is the world's largest manufacturer of conveyorized car wash equipment, parts, and supplies. We are the industry leader, recognized and awarded by the International Car Wash Association for innovating new technologies to advance the industry with products proudly designed and built in the USA. Our culture thrives on finding new and better ways to accelerate what’s next. We embrace change and the opportunity it produces to maximize the potential of our most valuable resource — our PEOPLE! We invite you to explore our opportunities and grow your career with us.

The Technical Support I serves as the first line of contact for Sonny’s Controls customers, providing remote assistance with software, hardware, and network-related issues. This role ensures timely case resolution, accurate documentation, and an exceptional customer experience. The Specialist collaborates with peers, engineers, and product owners to troubleshoot technical issues and maintain service-level expectations.

Category:          Hourly

Dept:                CarWash Controls

Reports to:       Technical Support Manager

Hours:             Thursday - Monday 8-5 (weekends 7-4)

Customer Support:
• Respond to inbound calls, emails, and cases in accordance with defined service levels.
• Deliver clear, empathetic, and professional communication throughout the customer journey.
• Own each case until resolution, ensuring appropriate follow-up and documentation.
Technical Troubleshooting:
• Diagnose and resolve issues involving software, PLC connectivity, networking, sensors, and power components.
• Guide customers through configuration, updates, and remote diagnostics using approved tools.
• Escalate unresolved or complex issues to higher support tiers or Engineering following escalation protocols.
Documentation & Knowledge:
• Record all interactions and resolutions in Salesforce following best practices.
• Identify gaps and contribute to improving articles, job aids, and troubleshooting guides.
• Maintain awareness of new product releases and participate in ongoing learning opportunities.
Performance & Quality:
• Meet or exceed defined metrics such as AHT, CSAT, and Case Resolution Rate.
• Participate in QA reviews and feedback sessions to improve service quality.
• Other duties as assigned.

Working Conditions: Primarily office environment.

Physical Demands: Regularly required to stand, sit, lift up to 50 lbs., and move about the facility.

Education and Formal Training:

• Associate Degree in Information Technology

Experience:

• Strong problem-solving and multitasking skills in a fast-paced environment.
• Excellent verbal and written communication skills.
• Basic understanding of networking, Windows OS, routers/switches, and hardware setup.
• Experience with CRM or ticketing systems (Salesforce preferred).
• Willingness to learn new technologies and car wash automation systems.
• Preferred Certifications:
• ITIL Foundation Certification (Service Management best practices)
• CompTIA Certifications such as A+, Network+, or Security+

We offer 100% employer paid medical plan. Other optional benefit programs are available to our employees and their families which include: 401(k) match, additional medical plans, dental, vision, flex spending account, short-term and long-term disability & life insurance coverage.

EEO Statement

Equal Opportunity Employer

Sonny’s is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

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