Equipment Support Specialist

Henny Penny • Eaton, OH

2d • Hybrid

About The Position

As an Equipment Support Specialist, you will have the opportunity to play a critical role in providing the best experience possible to our customers. In this role, there will be time spent providing telephonic technical support in our contact center along with traveling to customer locations to support field tests as well as resolving technical and operational issues with our kitchen equipment.

Requirements

• 1-5 years of technical or customer service related experience via the phone or in the field
• Bi-lingual with Spanish would be a plus
• CFESA certification in gas or electric or related certification is a plus
• Food service equipment / industry knowledge a plus
• Basic understanding of Henny Penny’s products and services
• Good communication skills both written and verbal
• Excellent time management skills with attention to detail
• Basic knowledge of Microsoft Office products
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.)
• Proven record of meeting work expectations and delivering on time
• Good decision making and problem solving skills
• Ability to provide operational and startup training
• Collaborates well in a team environment across multiple departments
• Intermediate Electrical, gas, diagrams, control programming skills
• Ability to use all hand tools and testing devices including manometers, ac/dc & amperage, pullers at an intermediate level
• Ability to diagnose improper installation & perform equipment installations
• Ability to lift 100 pounds or greater
• Must have a valid driver’s license
• Welding experience is a plus
• Ability to drive a commercial vehicle (pass ODOT physical)
• Ability to multi-task across many different priorities

Nice To Haves

• Associates degree in any related field preferred or equivalent experience.

Responsibilities

• Ensures that Henny Penny equipment is not down for more than 24 hours, any place in the world by providing excellent support to our customers.
• Communicates with customers to quickly and efficiently troubleshoot technical issues via phone, Written, video, or on site
• Trains customers on equipment operations and preventative maintenance procedures
• Works effectively with our distributor network to resolve issues in the field
• Responsible for startup, operate and/or repair equipment in the field as necessary. Field work may be in off shift hours. This may be alone or with others.
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Uses effective follow-up techniques and maintains professional communication with customers to ensure that issues have been resolved to satisfaction
• Drives continuous improvement throughout our after-sales network
• Willingness and ability to travel (both domestic and international as necessary) up to 50% may be required
• Hours for the position are 9 am to 6 pm with on-call rotation support required
• Consistently models the Company Values and Expected Behaviors
• Other duties as assigned

Benefits

• An opportunity to work for a company that is 100% employee owned. As an employee-owner, you will be enrolled in our employee stock ownership plan (ESOP) program following one year of service.
• Annual company performance bonus in addition to base salary
• Defined career paths so you’ll always know what’s next and what steps can get where you want to go
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays
• Expanded onsite wellness clinic offering preventive care services such as wellness screenings, annual physicals, and related lab work at no cost to employee-owners
• Achieve total well-being at our new Wellspring and Owners Hall facility, featuring 24/7 fitness center with a wide variety of cardio and strength training equipment.
• Activities including department outings, holiday parties, and our annual company-wide Thanksgiving Dinner

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree