Lead Service Technician

Illinois Tool Works; North Charleston (SC); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Installation Technician to join their team. In this role, you will manage installation projects from planning to execution, ensuring customer satisfaction through effective communication and adherence to safety protocols. You will work with cutting-edge commercial food equipment, utilizing your technical skills to deliver exceptional service. This position offers a dynamic work environment with opportunities for professional growth and a competitive benefits package, making it an ideal opportunity for those passionate about technical service and customer relations.

Benefits

Medical Insurance

Dental Insurance

401(k) with Matching Funds

Educational Reimbursement

Paid Vacation

Short and Long-term Disability Benefits

Qualifications

• 2+ years of technical training and 10 years of related experience required.
• Experience in commercial equipment installation is highly desirable.

Responsibilities

• Manage installation opportunities and produce customer-facing quotes in CRM.
• Conduct site surveys and ensure installation satisfaction.

Skills

Project Management

Technical Skills

Communication Skills

Analytical Skills

Education

High School Diploma or GED

2 Years of Formal Technical Training

Associate Degree

Tools

Microsoft Dynamics 365 CRM

Microsoft Office Suite

Microsoft Field Service

Job description

Job Description:

Company Description

Hobart Service, an Illinois Tool Works Company, has been in business for over 125years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 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.

Job Description

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.

• Entering and managing installation opportunities in CRM to develop accurate monthly forecasts
• Conducting site installation surveys to collect necessary information for install feasibility and planning the execution in CRM
• Producing scope of works and customer facing installation quotes in CRM
• Working with dispatchers and other branch personnel to schedule installs in Microsoft Field Service adhering to promise dates for customers
• Executing the installation per the scope of work to customer satisfaction and by adhering to safety manuals and programs
• Strong adherence to installation playbook from start to end (machine at customer site to leaving customer site after successful startup)
• Effective management of installation request inbox
• Strong project management skills by managing schedule dates and completion dates in CRM and information relayed to the customer and to other branch leadership personnel
• Proper final pricing updates to CRM opportunities that support branch and organization financial objectives
• Maintains current organization, industry, and equipment knowledge.
• Strong communication with customers on overall Hobart Service value propositions for future service products after warranty expires for new machine
• Proper vehicle maintenance and handling of installation material handling equipment
• Adherence to the company's safe driving policy and other applicable policies including safety
• Other duties as assigned

Supervisory ResponsibilitiesThis 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
• 2 years of formal technical training and at least ten years of related experience
• Equipment installation or similar experience
• PC knowledge and suite of Microsoft applications

Desired Education/Experience

• 5+ years of installation experience in commercial equipment
• Mechanical or electrical experience is preferred, but not required
• Associate degree is preferred, but not required
• Experience installing and removing commercial cooking and/or refrigeration equipment is highly desirable
• Prior experience using Microsoft Dynamics 365 CRM Certificates and Licenses Position/Location dependent
• Industry certification is highly desirable

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, installation manuals, and mechanical diagrams.
• 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 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

• 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.

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 everyone's efforts to succeed.
• Recognizes accomplishments of other team members.
• Keep 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 the established time frame.
• Must be able to multi-task; work on site visits, compose quotes and lead an installation crew
• 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 management
• Thrives in a multi-tasking environment and can adjust priorities quickly
• Timely customer communication on installation updates

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 various positions to accomplish tasks in various environments including tight and confined spaces
• Operate motor vehicles or heavy equipment (i.e., forklift)
• 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
• Normal scheduled hours cover early mornings, evenings and/or weekends
• Extended hours may include nights and/or weekends

About Us:

Hobart Service, an Illinois Tool Works Company, has been in business for over 125years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 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, and Respect.

We offer a competitive salary and benefits package including medical, dental, and life insurance, short and long-term disability benefits, holiday and vacation pay, 401(k) with liberal matching funds, and educational reimbursement.

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 tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free 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 [e-mail] to request assistance. No other requests will be acknowledged.

ITW is an equalopportunityemployer.We 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 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.