Lead Service Technician

ITW; Birmingham (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

ITW’s Hobart Service unit seeks a Service/Repair Supervisor/Lead in Birmingham, AL to interface with customers on technical matters and lead repair efforts. You will mentor junior techs, ensure SOP compliance, and resolve issues with strong problem-solving and safety focus.

The role requires 7+ years in food equipment service or 4+ years HVACR service, plus a high school diploma or GED. Industry certification is highly desirable.

Qualifications

• High school diploma or GED and 7+ years of food equipment service experience and/or 4+ years of HVACR service experience.
• Associate degree preferred but not required.
• Industry certification is highly desirable.

Responsibilities

• Installs, maintains, troubleshoots, and repairs commercial food equipment for customers on contract and/or time and material basis.
• Implements and supports standard operating procedures outlined in safety manuals and programs.
• Supports branch and organization financial objectives through customer relations and knowledge sharing.
• Communicates with customers on-site and presents additional service offerings.
• Mentors junior technicians and supports senior staff with all technician duties.

Skills

Mechanical Aptitude

Customer Service

Problem Solving

Safety at Work

Reading service manuals

Education

High School Diploma or GED

Associate degree preferred

Tools

Basic hand tools

Job description

Job Description:

SUMMARY

The Service/Repair Supervisor/Lead interfaces with customersregardingtechnical aspects of Hobart Service’s services. The Service/Repair Supervisor/Lead is at an expert, lead skill leveldemonstratingproficiencyand working knowledge of several areas of installation and service-related functions. Provides problem resolution and troubleshooting to customers over the telephone.Assistswith product updates. Relays customer feedbackregardingproducts toappropriate individualsin sales, quality assurance, and product management.Determines bestmethodsto 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 financialobjectivesthrough customer relations.
• Maintains current organization, industry, and equipment knowledge.
• Communicates with customers on-site and presentsadditionalservice offerings.
• Support senior staff technicians andmentorjunior technicians with all technician duties.
• Responsible for basic vehicle maintenance, truck stock, andfollowthe 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 abilityrequiredto 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 ispreferred butnotrequired.
• Associate degree ispreferred butnotrequired.
• 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 todemonstrateknowledge of these areas as they relate to the primary functions of the job.

• Mechanical Aptitude –demonstratesexpert mechanical aptitude tooperateand 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 highlyprofessional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positivelyassistand 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.
• Understandingbasic 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 workina timelymanner.

Strives to increase productivity.

Works quickly.

Attendance/Punctuality

Isconsistentat 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.

Takeresponsibility foryour ownactions.

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 andobjectives.

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.

Completestasks on time.

Safety

Ability to read and understand safety guidelinesforthe 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,allocatingtime and resources to ensure that work is completed accurately and efficiently withinan establishedtime 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 ina 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 75lbswith or withoutassistance

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 indifferent positionstoaccomplishtasks 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 ofvarious typesof 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,eveningsand/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.