Equipment Support Technician

Henny Penny • Eaton, OH

9d • Onsite

About The Position

As an Equipment Support Technician, you will have the opportunity to play a critical role in providing the best experience possible to our customers through telephonic technical support and written support in our contact center. 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 occasionally on site. Uses effective follow-up techniques and maintains professional communications with customers to ensure that issues have been resolved to satisfaction. Drives continuous improvement throughout our after-sales network.

Requirements

• 1-5 years of technical or customer service related experience via the phone
• Basic computer skills including but not limited to keyboarding and Microsoft suite tools
• Strong communication skills both written and verbal
• Basic understanding of Henny Penny’s products and services
• Collaborates well in a team environment and across multiple departments
• Basic electrical, gas, diagrams, and control programming skills
• Basic use of all hand tools and testing devices including manometers, ac/dc & amperage, pullers

Nice To Haves

• Associates degree in any related field preferred or equivalent experience.
• Bi-lingual with Spanish would be a plus
• Gas or Electric CFESA / Equivalent Certification is a plus
• Food service equipment / industry knowledge a plus
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.)
• Ability to diagnose improper installation & perform equipment installations is a plus

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 occasionally on site
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Uses effective follow-up techniques and maintains professional communications 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 10% may be required
• Other duties as assigned

Benefits

• An opportunity to work for a company that is 100% employee-owned.
• Employee stock ownership plan (ESOP) program following one year of service.
• Annual company performance bonus in addition to base salary
• Defined career paths
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses
• 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: Entry Level
• Education Level: Associate degree