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About The Position

Requirements

• 2+ years in a service/dispatch/customer support role; petroleum equipment or mechanical/electrical service industry experience strongly preferred.
• Working knowledge of common petroleum equipment (dispensers, tank monitoring, piping, hanging hardware) and basic troubleshooting terminology.
• Proficiency with CMMS/ERP and customer portals (e.g., ServiceTitan,FieldEdge,FS/NetSuite; Corrigo,ServiceChannel).
• Strong written/verbal communication; calm under pressure; excellent note-taking and follow-through.
• Valid CA driver’s license and insurable record (occasional site/yard visits).

Nice To Haves

• Familiarity with Southern California regulatory landscape: CUPA programs, CA SWRCB UST regs, Cal/OSHA, South Coast AQMD or San Diego APCD, local fire departments/hot-work rules.
• Experience supporting public works/prevailing wage jobs and certified payroll handoffs.
• Basic understanding of HAZWOPER, spill response notifications, red-tag procedures, and lockout/tagout documentation.

Responsibilities

• Answer phones/emails/portal tickets; gather site details (store #, address, contact, access times, safety/permit constraints).
• Clarify issue symptoms for petroleum equipment (dispensers, STPs, TLS/Veeder-Root tank monitors, hanging hardware, POS).
• Determine priority (emergency leak/spill, system down, compliance deadline, routine PM); assign appropriate SLA.
• Open work orders in the CMMS/ERP; enter accurate scopes, site notes, hazard info, and required PPE.
• Coordinate with Dispatch to schedule field technicians, balancing skill set, certifications, geography, and response times.
• Verify pre-reqs: LOTO procedures on file, hot work permits (if needed), confined space documentation, site onboarding.
• Provide ETA updates, escalations, and status summaries; manage expectations when parts or permits extend timelines.
• Capture and process customer approvals for T&M, NTE amounts, and quoted repairs; route change orders as needed.
• Work with Parts to source OEM components (Gilbarco/Wayne/OPW/Franklin/Veeder-Root, etc.); expedite critical items.
• Initiate RMA/warranty claims; attach serials, photos, and tech notes to work orders; track advance/return deadlines.
• Ensure technician notes, photos, leak-test results, calibration logs, red tags, and customer sign-offs are complete.
• File, name, and route compliance records (UST monitoring certifications, sump/containment tests) to customers and internal Compliance.
• Log incidents/spills and notify the Compliance team per CUPA/local requirements.
• Review labor/parts entries for accuracy; confirm purchase orders/work authorizations; flag prevailing wage or certified payroll jobs.
• Submit complete packets to Accounting for timely invoicing; assist with customer portals (Corrigo, ServiceChannel, Coupa, etc.).
• Monitor CSAT/NPS feedback and resolve concerns quickly; identify recurring issues and recommend PMs or upgrades.
• Support account managers with service history, spend reports, and renewal/upsell opportunities.

Benefits

• Medical, dental, and vision insurance (often multiple plan choices, HMO & PPO)
• Health savings account (HSA) or flexible spending account (FSA) options
• Vacation days (often starting ~10-15 days/year for new employees)
• Sick leave (state mandated + sometimes additional)
• Holiday pay (paid holidays; often additional pay for working holidays)
• Paid personal days or floating holidays
• 401(k) plan with employer match (typical somewhere between 3%-6%)
• Possibly profit sharing or non-qualified bonus contributions
• Group life insurance
• Short-term disability / long-term disability
• Workers’ compensation
• Possibly accidental death & dismemberment
• Reimbursement or partial reimbursement for required certifications or licensing (safety training, confined-space, spill response, etc.)
• Training & development programs (both internal & external)
• Employee Assistance Program (EAP)
• Commuter benefits / transit pass subsidies (particularly in SoCal where traffic & commuting are issues)
• Cell phone / data stipend if required for work
• Uniforms or PPE (when visiting active sites)
• Bonuses / recognition programs
• Flexibility (in some roles)
• On-call compensation or standby pay if role requires being available for emergencies
• Possibly shift premiums for nights/weekends