Lead Service Technician

Illinois Tool Works · Birmingham

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Job Description:

SUMMARY 

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. 

QUALIFICATIONS 

The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Required Education and Work Experience 

• High school diploma or GED and 7+ years of food equipment service experience and/or 4+ years of HVACR service experience. 

Desired Education/Experience 

• 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. 

Certificates and Licenses 

Position/Location dependent. Industry certification is highly desirable. 

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. 

• 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. 

COMPETENCIES 

To perform the job successfully, an individual should demonstrate the following competencies. 

Technical and Analytical Skills 

• 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). 
• Compiles and summarizes data for supervisor and/or branch manager that will help him/her with creating customer-focused strategies for fostering relationships and sales (e.g., equipment leads, contract leads, water treatment order leads). 
• Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel. 

Quality 

·       Demonstrates accuracy and thoroughness. 

·       Looks for ways to improve and promote quality. 

·       Applies feedback to improve performance. 

·       Monitors own work to ensure quality. 

Quantity 

·       Meets productivity standards as set by Customer Facing Metrics (CFMs). 

·       Completes work in a timely manner. 

·       Strives to increase productivity. 

·       Works quickly. 

Attendance/Punctuality 

·       Is consistent at work and on time. 

·       Ensures work responsibilities are covered when absent. 

·       Arrives at meetings and appointments on time. 

Dependability 

·       Follows instructions, responds to management direction. 

·       Take responsibility for your own actions. 

Teamwork 

·       Balances team and individual responsibilities. 

·       Exhibits objectivity and openness to others' views. 

·       Gives and welcomes feedback. 

·       Contributes to building a positive team spirit. 

·       Puts success of team above own interests. 

·       Able to build morale and group commitments to goals and objectives. 

·       Supports everyone's efforts to succeed. 

·       Recognizes accomplishments of other team members. 

·       Keeps commitments. 

·       Commits to extended hours of work when necessary to reach goals. 

·       Completes tasks on time. 

Safety 

·       Ability to read and understand safety guidelines for the business. 

·       Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality. 

·       Performs periodic visual safety inspections of vehicle and equipment, reports vehicle and tool defects and takes them out of service until repairs are made or items replaced. 

·       Demonstrates a comprehensive knowledge of company products and services. 

Time Management and Communication Skills 

·       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. 

PHYSICAL DEMANDS & WORK ENVIRONMENT 

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Physical Demands 

While performing the duties of this Job, the employee may: 

·       Lift up to 75 lbs with or without assistance 

·       Climb up to 10 ft with an A-frame ladder 

·       Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet 

·       Extensive walking 3-5 miles / day 

·       Extensive driving 5-6 hours/day 

·       Kneel, squat, bend, push/pull 

·       Move in different positions to accomplish tasks in various environments including tight and confined spaces 

·       Operate motor vehicles or heavy equipment 

·       Operate machinery and/or power tools 

Working Conditions 

·       Office facility and customer facilities (including commercial kitchens of various types of businesses) 

·       Exposure to noise, heat, cold, slippery, wet dirty conditions may occur 

·       Travel requirement up to 50% of time 

Hours of Work 

·       Normal business hours with occasional/frequent/extended hours as needed 

·       Flexibility with schedule to meet critical deadlines 

·       Extended hours may include nights and/or weekends 

·       Normal scheduled hours cover early mornings, evenings and/or weekends 

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.  

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