Equipment Support Specialist

Henny Penny•Eaton, OH

3d•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

Associates degree in any related field preferred or equivalent experience.
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

Bi-lingual with Spanish
CFESA certification in gas or electric or related certification
Food service equipment / industry knowledge
Welding 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
Consistently models the Company Values and Expected Behaviors
Other duties as assigned