Equipment Support Technician

Henny Penny; Eaton (OH); On-site; USD 48,000 - 62,000; Full time

Benefits offered by this job

Employee ownership

ESOP

Annual bonus

Tuition reimbursement

LinkedIn Learning access

Benefits package

Job summary

Henny Penny seeks an Equipment Support Technician to provide telephonic and written technical support, ensuring equipment uptime and customer satisfaction worldwide. You will draft knowledge articles, assist with on-site visits, and contribute to continuous improvement across the after-sales network.

Requirements include an associate degree or equivalent experience, 1–5 years in tech or support, and strong communication skills. Spanish is a plus; travel up to 10% may be required.

Qualifications

• Associates degree in any related field preferred or equivalent experience.
• 1-5 years of technical or customer service related experience via the phone.
• Bi-lingual with Spanish would be a plus.
• Basic computer skills including Microsoft Office tools.
• Gas or Electric CFESA / Equivalent Certification is a plus.
• Food service equipment / industry knowledge is a plus.
• Strong communication skills both written and verbal.
• Experience with writing and/or maintaining documentation.
• Solid time management skills with attention to detail.
• Intermediate knowledge of Microsoft Office products.
• Basic understanding of Henny Penny's products and services.
• Intermediate knowledge of internal systems (JDE, Apps, Concur, Halo BO Analytics).
• Good decision making and problem solving skills.
• Collaborates well in a team environment and across departments.
• Basic electrical, gas, diagrams, control programming skills.
• Basic use of hand tools and testing devices.
• Ability to diagnose improper installation & perform equipment installations is a plus.
• Must have a valid driver's license.
• Ability to multi-task across many priorities.

Responsibilities

• Ensures that Henny Penny equipment is not down for more than 24 hours by providing excellent support to customers worldwide.
• Communicates with customers to troubleshoot technical issues via phone, written, video, or on-site as needed.
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.

Skills

Technical support

Customer service

Communication skills

Documentation writing

Education

Associate degree

Tools

Microsoft Office

JDE

Apps

Concur

Halo BO Analytics

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 Technician, you will have the opportunity to play a critical role in providing the best experience possible to our customers through telephonic technical support and written support in our contact center.

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 occasionally on site.
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Uses effective follow-up techniques and maintains professional communications 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 10% 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.
• Bi-lingual with Spanish would be a plus.
• Basic computer skills including but not limited to keyboarding and Microsoft suite tools.
• Gas or Electric CFESA / Equivalent Certification is a plus.
• Food service equipment / industry knowledge a plus.
• Strong communication skills both written and verbal.
• Experience with writing and/or maintaining documentation.
• Solid time management skills with attention to detail.
• Intermediate knowledge of Microsoft Office products.
• Basic understanding of Henny Penny's products and services.
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.).
• Good decision making and problem solving skills.
• Collaborates well in a team environment and across multiple departments.
• Basic electrical, gas, diagrams, control programming skills.
• Basic use of all hand tools and testing devices including manometers, ac/dc & amperage, pullers.
• Ability to diagnose improper installation & perform equipment installations is a plus.
• Must have a valid driver's license.
• 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-arts 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.