Lead Service Technician

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years 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.

The Service/Repair Supervisor/Lead interfaces with customers regarding technical aspects of Hobart Service's services. The Service/Repair Supervisor/Lead is at an expert, lead skill level demonstrating proficiency and working knowledge of several areas of installation and service-related 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 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

• Provide guidance and coaching to service technicians on equipment repairs & installations

• Completes site surveys, installation & service repair estimates

• Work onsite to set-up, program, test, dismantle, reconstruct and start up equipment as necessary

• Schedule installations with customer and confirm prior to installation date

• Consistently achieve or surpass weekly productivity and service labor and/or installation revenue goals

• Maintain customer satisfaction by delivering excellence in products and service; superior customer service

• 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 on-site 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 company's safe driving and other applicable policies

Supervisory Responsibilities

This position has no direct or indirect supervisory responsibilities.