Lead Service Technician

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 1700 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.

The Lead Service Technician interfaces with customers regarding technical aspects of Hobart Services services. The Lead Service Technician is at an expert lead skill level demonstrating proficiency and working knowledge of several areas of installation and servicerelated 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 method to resolve problems ensuring customer satisfaction and adherence to the organizations policies. Provides guidance training and instruction to nontechnical 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 onsite and presents additional service offerings.
• Support senior staff technicians and mentors junior technicians with all technician duties.
• Responsible for basic vehicle maintenance truck stock and follows the companys safe driving and other applicable policies.

Supervisory Responsibilities
This position has no direct or indirect supervisory responsibilities.

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 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 of 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 customerfocused 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 timely manner.
Strives to increase productivity.
Works quickly.

Attendance/Punctuality
Is consistently 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.
Takes responsibility for 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 everyones 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 of 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 established time frame.
Demonstrated ability to communicate orally with individuals from within and outside the organization.
Demonstrates crisis/conflict resolution skills.
Ability to selfmotivate and take direction from senior technicians and management.
Thrives in multitasking 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 Aframe ladder
• Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet
• Extensive walking 35 miles / day
• Extensive driving 56 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

Why work for us

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive onthejob online and classroom training
• Service vehicle uniforms and safety equipment provided
• Safetyconscious 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 tobaccofree (including ecigarettes) on campuses and within company vehicles and maintains a drugfree 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 to request assistance. No other requests will be acknowledged.

ITW is an value our colleagues unique perspectives experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Asan equal employment opportunity employerITW 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.