Date: Jul 20, 2021

Location: Lake Forest, CA, US

Company: Dover Corporation

For over 125 years, OPW has led the way in designing and manufacturing world-class retail fueling, fluid handling and car wash system solutions for the safe and efficient handling and distribution of fuels and critical fluids. OPW makes above ground and below ground products for both conventional, vapour recovery and clean energy applications in the retail and commercial markets. Additionally, OPW supplies loading arms, valves and dry-break couplings, tank truck equipment, rail car valves and equipment, and car wash systems. OPW has manufacturing operations in North America, Europe, Latin America and Asia Pacific, with sales offices around the world. OPW is part of the Dover Corporation, which is publicly traded on the New York Stock Exchange under 'DOV'. To learn more about OPW’s 125 years of providing industry-leading solutions, visit our website at www.opwglobal.com.

Dover is a diversified global manufacturer with annual revenue of over $7 billion. We deliver innovative equipment and components, specialty systems, consumable supplies, software and digital solutions, and support services through five operating segments: Engineered Products, Fueling Solutions, Imaging & Identification, Pumps & Process Solutions and Refrigeration & Food Equipment. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach for over 60 years, our team of approximately 24,000 employees takes an ownership mindset, collaborating with customers to redefine what's possible. Headquartered in Downers Grove, Illinois, Dover trades on the New York Stock Exchange under "DOV." Additional information is available at dovercorporation.com.

Innovative Control Systems (ICS) is part of OPW VWS, a leader in the Vehicle Wash Manufacturing industry. ICS brings expertise and industry leadership in POS MGT Systems, Payment Terminals, Car Wash Controllers, Accessories, and other Car Wash Equipment. We have an immediate need for a CustomerSupport Representative at our Lake Forest, CA offices. Excellent benefits package with health, dental, vision, disability & life insurance. Paid time off, including community service days.


Essential Duties and Responsibilities

  • The highest priority of this position is to address incoming calls. Punctuality to answer calls and using the proper greeting is paramount. (refer to ICS Customer Service Department script)
  • Determine if this call is for Support / Sales / Administration and address the call accordingly for the department that it is for.
  • Monitor switchboard to insure calls on hold are handled in a timely manner.
  • Enter call tickets into ticketing software which includes:
      • Verifying and updating customer information
      • Determining call priority
      • Notifying a Manager of a site with a down site priority
  • Communicate with technicians in regards to customer call backs and any relevant information.
  • Communication with management to SLA protocols are adhered to and contacting the customer with projected contact times.
  • Customer relations and ensure all customer issues are escalated as needed.
  • Asset management of all customer information, configuration and pertinent data.
  • Process administrative documents including vacation request, expense reports, and setup packets. After completion forward documents to the appropriate departments.
  • All miscellaneous administrative duties delegated by Support Management
  • Responsible for all aspects of parts warehouse in Lake Forest
  • Ship parts as needed
  • Create Sales orders and price quotes




Education:  High School Diploma; specific Customer Service training a plus

Experience:  6 months or more of related customer service experience in a high volume, fast –passed environment; answering multiple phone lines and dispatching calls

Other:  Knowledge of MS Office, basic computer skills, ability to multi-task with attention to detail;  aptitude and interest in learning technical information



All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : California : Lake Forest

Sub Division : VWS - North America

Job Requisition ID : 36393

Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles

Job Segment: Warehouse, Receptionist, Environmental Engineering, Manufacturing, Administrative, Engineering