Equipment Support Specialist

Henny Penny; Eaton (OH); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

ESOP

Annual bonus

Career paths

Tuition reimbursement

Medical, dental, vision

401(k) with company match

PTO

Paid holidays

Wellness clinic

Wellness facility

Job summary

Henny Penny in Eaton, OH is seeking an Equipment Support Specialist to deliver top-tier telephonic and on-site technical support for our kitchen equipment, plus field testing and issue resolution.

You will travel up to 50% domestically/internationally, train customers, draft knowledge articles, and collaborate with our distributor network to ensure equipment uptime and satisfaction for global customers.

Qualifications

• Associate degree or equivalent experience preferred.
• 1–5 years of technical or customer service experience via phone or in-field work.
• Bi-lingual in Spanish is a plus.
• CFESA certification in gas or electric or related certification is a plus.

Responsibilities

• Provide telephonic technical support and field assistance to customers to resolve equipment issues.
• Train customers on equipment operations and preventative maintenance procedures.
• Work with distributor network to resolve field issues.
• Draft technical procedure documents and knowledge articles.
• Travel up to 50% domestically and internationally as needed.
• Maintain professional communication to ensure customer satisfaction.

Skills

Customer service

Technical troubleshooting

Communication skills

Multitasking

Team collaboration

Spanish language (bonus)

Education

Associate degree or equivalent experience

Tools

JDE

Halo BO Analytics

Concur

Microsoft Office

Field service apps

Job description

Do you want to work for a global company that creates remarkable experiences through people, products, and food? If you want to be part of a rewarding People First culture that values relationships, trust, and taking the long view, then this is the place for you. Henny Penny was named the 2021 Dayton Business of the Year for many good reasons. Read on to learn more!

As an Equipment Support Specialist, you will have the opportunity to play a critical role in providing the best experience possible to our customers. In this role, there will be time spent providing telephonic technical support in our contact center along with traveling to customer locations to support field tests as well as resolving technical and operational issues with our kitchen equipment.

What We Offer

• An opportunity to work for a company that is 100% employee owned. As an employee-owner, you will be enrolled in our employee stock ownership plan (ESOP) program following one year of service.
• Annual company performance bonus in addition to base salary
• Defined career paths so you'll always know what's next and what steps can get where you want to go
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays
• Expanded onsite wellness clinic offering preventive care services such as wellness screenings, annual physicals, and related lab work at no cost to employee-owners
• Achieve total well-being at our new Wellspring and Owners Hall facility, featuring 24/7 fitness center with a wide variety of cardio and strength training equipment. This facility reflects our continuous evolution in supporting our valued employee owners.
• Activities including department outings, holiday parties, and our annual company-wide Thanksgiving Dinner

What You'll Be Doing

• 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 on site
• Trains customers on equipment operations and preventative maintenance procedures
• Works effectively with our distributor network to resolve issues in the field
• Responsible for startup, operate and/or repair equipment in the field as necessary. Field work may be in off shift hours. This may be alone or with others.
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Uses effective follow-up techniques and maintains professional communication 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 50% 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

What We’re Looking For

• Associates degree in any related field preferred or equivalent experience.
• 1-5 years of technical or customer service related experience via the phone or in the field
• Bi-lingual with Spanish would be a plus
• CFESA certification in gas or electric or related certification is a plus
• Food service equipment / industry knowledge a plus
• Basic understanding of Henny Penny’s products and services
• Good communication skills both written and verbal
• Excellent time management skills with attention to detail
• Basic knowledge of Microsoft Office products
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.)
• Proven record of meeting work expectations and delivering on time
• Good decision making and problem solving skills
• Ability to provide operational and startup training
• Collaborates well in a team environment across multiple departments
• Intermediate Electrical, gas, diagrams, control programming skills
• Ability to use all hand tools and testing devices including manometers, ac/dc & amperage, pullers at an intermediate level
• Ability to diagnose improper installation & perform equipment installations
• Ability to lift 100 pounds or greater
• Must have a valid driver's license
• Welding experience is a plus
• Ability to drive a commercial vehicle (pass ODOT physical)
• Ability to multi-task across many different priorities

About Us

We're known in our industry for making the best commercial food equipment in the world. Every day, millions of people eat in restaurants operating Henny Penny equipment. We're a behind-the-scenes engine in the world's most demanding kitchens, including long-term partners like McDonald’s, Chick-fil-A, KFC, and Wendy’s. We're 1,000+ employee-owners who thrive by living a People First mission: to support employees in becoming the best version of themselves both personally and professionally.

We recently completed the largest expansion in our history with the addition of 150,000 square feet on our Eaton campus. This expansion drives development of the world's most reliable, easy-to-use equipment with an innovative new space for global research and development. We have several collaborative spaces for our project teams, a dedicated electrical engineering lab for our hardware and software engineers, a full model shop for rapid prototyping, and a brand-new test lab that has 300 feet of hood space to test new equipment on our product roadmap. On top of that, we have a new state-of-the‑art kitchen for our food science group to meet with our customers, understand what they need, and then dial in our equipment to help them make legendary menu items.

Henny Penny is an Equal Opportunity Employer. Qualified applicants are considered without regard to race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, sex or gender (including pregnancy, childbirth and pregnancy‑related conditions), marital status, veteran or military status, sexual orientation, genetic information, gender identity or expression (including transgender status), or any other characteristic protected by applicable federal, state or local laws.