Equipment Support Technician

Henny Penny•Eaton, OH

4d•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. 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. 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.

Requirements

Associates degree in any related field preferred or equivalent experience.
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
Experience with writing and/or maintaining documentation
Solid time management skills with attention to detail
Intermediate knowledge of Microsoft Office products
Basic understanding of Henny Penny’s products and services
Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.)
Good decision making and problem solving skills
Collaborates well in a team environment and across multiple departments
Basic electrical, gas, diagrams, control programming skills
Basic use of all hand tools and testing devices including manometers, ac/dc & amperage, pullers
Must have a valid driver’s license

Nice To Haves

Bi-lingual with Spanish would be a plus
Gas or Electric CFESA / Equivalent Certification is a plus
Food service equipment / industry knowledge a plus
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
Consistently models the Company Values and Expected Behaviors
Other duties as assigned