Lead Service Technician

ITW•Dallas, TX

1d•Onsite

About The Position

The Service/Repair Supervisor/Lead interfaces with customers regarding technical aspects of Hobart Service’s services. The Service/Repair Supervisor/Lead is at an expert, lead skill level demonstrating proficiency and working knowledge of several areas of installation and service-related functions. Provides problem resolution and troubleshooting to customers over the telephone. Assists with product updates. Relays customer feedback regarding products to appropriate individuals in sales, quality assurance, and product management. Determines best methods to resolve problems ensuring customer satisfaction and adherence to the organization's policies. Provides guidance, training, and instruction to non-technical representatives. Possesses a thorough technical knowledge of assigned products. ESSENTIAL DUTIES AND RESPONSIBILITIES FOR ALL TECHNICIAN LEVELS These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned. Installs, maintains, troubleshoots, and repairs commercial food equipment for customers on contract and/or time and material (i.e., T&M) basis. Implements and supports standard operating procedures outlined in Hobart Service safety manuals and programs. Supports branch and organization financial objectives through customer relations. Maintains current organization, industry, and equipment knowledge. Communicates with customers on-site and presents additional service offerings. Support senior staff technicians and mentor junior technicians with all technician duties. Responsible for basic vehicle maintenance, truck stock, and follow the company's safe driving and other applicable policies. Supervisory Responsibilities This position has no direct or indirect supervisory responsibilities.

Requirements

High school diploma or GED and 7+ years of food equipment service experience and/or 4+ years of HVACR service experience.
Mechanical Aptitude – demonstrates expert mechanical aptitude to operate and troubleshoot equipment.
Skilled in use of various tools and equipment (e.g. basic hand tools, reading and following service manuals, gauges, meters, etc.)
Customer Service - a highly professional demeanor with excellent telephone skills and etiquette.
Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
Problem Solving - fundamental role in finding ways to address all types of problems by having a good approach to a problem without being ineffective, favoring or causing painful consequences.
Safety at Work - learns to keep the organization safe from different risks by developing a high sense of alertness that detects danger from afar and stops it before it causes risk, danger or injury to themselves, or others.
Ability to read and interpret standard service manuals, mechanical diagrams, sustains understanding of parts stocking and identification methods, practices, and procedures.
Understanding basic math (addition, subtraction, multiplication, division, calculations of percentages, measurement conversions).
Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Ability to read and understand safety guidelines for the business.
Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.
Demonstrates a comprehensive knowledge of company products and services.
Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within an established time frame.
Demonstrated ability to communicate orally with individuals from within and outside the organization.
Demonstrates crisis/conflict resolution skills.
Ability to self-motivate and take direction from senior technicians and management.
Thrives in a multi-tasking environment and can adjust priorities quickly.

Nice To Haves

Mechanical or electrical experience is preferred but not required.
Associate degree is preferred but not required.
Experience installing, maintaining, troubleshooting, and repairing commercial cooking and/or refrigeration equipment is highly desirable.
Industry certification is highly desirable.

Responsibilities

Installs, maintains, troubleshoots, and repairs commercial food equipment for customers on contract and/or time and material (i.e., T&M) basis.
Implements and supports standard operating procedures outlined in Hobart Service safety manuals and programs.
Supports branch and organization financial objectives through customer relations.
Maintains current organization, industry, and equipment knowledge.
Communicates with customers on-site and presents additional service offerings.
Support senior staff technicians and mentor junior technicians with all technician duties.
Responsible for basic vehicle maintenance, truck stock, and follow the company's safe driving and other applicable policies.
Interfaces with customers regarding technical aspects of Hobart Service’s services.
Provides problem resolution and troubleshooting to customers over the telephone.
Assists with product updates.
Relays customer feedback regarding products to appropriate individuals in sales, quality assurance, and product management.
Determines best methods to resolve problems ensuring customer satisfaction and adherence to the organization's policies.
Provides guidance, training, and instruction to non-technical representatives.
Possesses a thorough technical knowledge of assigned products.