Warewash Technical Product Specialist 1

ITW•Middletown, DE

About The Position

SUMMARY Hobart Service, an Illinois Tool Works Company, has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk. Reporting to the Technical Support Manager, the Product Support Associate – Will work directly with management and will be responsible for performing complex duties. The ideal candidate is highly self-motivated, professional, and capable of managing their workload and prioritizing tasks in a fast-paced corporate environment. This individual must be able to display professionalism and use tact during all aspects of day-to-day functions. Possesses knowledge of organization or department procedures. The company offers medical, dental, and vision benefits, a 401(k) plan with a company match and a great work environment. ESSENTIAL DUTIES AND RESPONSIBILITIES · Provide basic, intermediate, and advanced technical troubleshooting and repair assistance via phone, email, and other methods. · Provide installation supervision and customer/technical on-site service support based on availability and/or product knowledge. · Always acts with integrity. · Lives/embodies ITW’s values with cultural awareness. · Takes ownership: Drives positive change and challenges the status quo. Addresses issues with courage. · All other duties as assigned by your manager. QUALIFICATIONS Education and Work Experience · High School Graduate or GED · 5+ years Technical Support, Engineering/QA, Food Equipment repair or equitable work experience in a relatable field Desired Education/Experience · AAS in Engineering, Technology, Computer Science, or equitable work experience in a relatable field Job – Specific Knowledge To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job. · Make safety & health issues/concerns a priority and adhere to established regulations and guidelines. · Provide afterhours phone support on a rotational basis as scheduled · Interface with Hobart Sales and Service organizations authorized independent Servicers, customers, and various internal departments. · Review warranty and contract claims for technical merit and process within approval limitations. · Assist management in the resolution of equipment and service performance concerns received internally and externally · Advise team members and management on service history analysis to aid in drawing conclusions and setting a path forward, utilizing tools like the root cause analysis report. · Intermediate electrical, mechanical, software, firmware, and computer systems training (Military training a plus) COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies. · Adept in technology · Verbal & Written Communication · Analytical Thinking · Skill in problem-solving, and change management · Customer service and deadline oriented · Ability to work with safety awareness Technical and Analytical Skills · Performs with high level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization. · ITW Toolbox , ITW Stage Gate / Service Readiness · Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes. · Demonstrated proficiency with MS Excel, PowerPoint, MS Word, and MS Teams Time Management and Communication Skills · Proven collaboration skills with the ability to effectively influence others. · Demonstrated customer service aptitude · Must make independent decisions daily, addressing the best way to handle specific tasks. · Must have exceptional verbal and written communication skills. Ability to work and interact with departments throughout Internal and External Organizations. · Effective organizational, and presentation skills. · Ability to manage multiple projects/priorities simultaneously · Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem solving. · Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative). PHYSICAL DEMANDS & WORK ENVIRONMENT Physical Demands · Lifting 50-75 lbs. with or without assistance · May be required to climb ladders · Regularly required to sit more than 6 hours · Frequently required to stand, walk, bend, Kneel, squat, push/pull · Willingness to travel as required up to 15% Working Conditions · Customer sites and conditions will vary based on industry and product · May be exposed to noise, heat, cold, slippery, wet and dirty conditions · Standard office environment in a controlled climate Additional Information Why work for us? Competitive pay Great insurance options with low premiums Paid vacation and holidays 401K with company match Safety-conscious work environment Hobart Service is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace. If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at [email protected] to request assistance. No other requests will be acknowledged. Compensation Information: The pay rate will depend on the successful candidate’s qualifications and prior experience. ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws. At ITW, we think and act like entrepreneurs. We embrace autonomy, make decisions and take ownership to create innovative solutions for our customers all over the world. ITW is a Fortune 200 global multi-industrial manufacturing leader. Our seven industry-leading business segments offer career development and learning opportunities in more than 50 countries across the globe. We’re committed to investing in our people and supporting their growth through unique and relevant development opportunities at each stage throughout the employee life cycle. Our decentralized, entrepreneurial culture empowers you to think and act like a business owner. We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that make us better together. The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.

Requirements

High School Graduate or GED
5+ years Technical Support, Engineering/QA, Food Equipment repair or equitable work experience in a relatable field
Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.
Provide afterhours phone support on a rotational basis as scheduled
Interface with Hobart Sales and Service organizations authorized independent Servicers, customers, and various internal departments.
Review warranty and contract claims for technical merit and process within approval limitations.
Assist management in the resolution of equipment and service performance concerns received internally and externally
Advise team members and management on service history analysis to aid in drawing conclusions and setting a path forward, utilizing tools like the root cause analysis report.
Intermediate electrical, mechanical, software, firmware, and computer systems training (Military training a plus)
Adept in technology
Verbal & Written Communication
Analytical Thinking
Skill in problem-solving, and change management
Customer service and deadline oriented
Ability to work with safety awareness
Performs with high level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization.
ITW Toolbox , ITW Stage Gate / Service Readiness
Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes.
Demonstrated proficiency with MS Excel, PowerPoint, MS Word, and MS Teams
Proven collaboration skills with the ability to effectively influence others.
Demonstrated customer service aptitude
Must make independent decisions daily, addressing the best way to handle specific tasks.
Must have exceptional verbal and written communication skills. Ability to work and interact with departments throughout Internal and External Organizations.
Effective organizational, and presentation skills.
Ability to manage multiple projects/priorities simultaneously
Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem solving.
Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).

Nice To Haves

AAS in Engineering, Technology, Computer Science, or equitable work experience in a relatable field

Responsibilities

Provide basic, intermediate, and advanced technical troubleshooting and repair assistance via phone, email, and other methods.
Provide installation supervision and customer/technical on-site service support based on availability and/or product knowledge.
Always acts with integrity.
Lives/embodies ITW’s values with cultural awareness.
Takes ownership: Drives positive change and challenges the status quo. Addresses issues with courage.
All other duties as assigned by your manager.