Service Technician

Department: Service
Reports To: Director of Operations – Equipment
FLSA Status: Non-Exempt (Hourly)

The Service Technician – Equipment is responsible for the installation, commissioning, maintenance, troubleshooting, repair, and optimization of industrial chocolate manufacturing equipment at customer facilities. This highly hands-on role combines strong mechanical and electrical troubleshooting skills with exceptional customer service to ensure maximum equipment performance, reliability, and customer satisfaction.

The ideal candidate enjoys solving technical problems, traveling to customer locations, and working independently while representing the company in a professional manner.

• Install, assemble, and commission industrial chocolate manufacturing equipment at customer sites.

• Verify proper equipment operation through testing, calibration, and system validation.

• Ensure all installations meet company quality standards and applicable safety requirements.

• Travel domestically and internationally as required.

• Perform scheduled preventive maintenance to maximize equipment uptime and reliability.

• Conduct inspections to identify wear, potential failures, and performance concerns before breakdowns occur.

• Recommend maintenance improvements and replacement schedules.

• Diagnose mechanical, electrical, pneumatic, and control system issues.

• Perform repairs efficiently to minimize customer downtime.

• Identify root causes of equipment failures and recommend long-term corrective actions.

• Recommend replacement parts, upgrades, or repairs that improve equipment performance and reliability.

• Train customer personnel on proper equipment operation, maintenance, and safe operating procedures.

• Provide technical support during service visits and remotely when appropriate.

• Build strong customer relationships through professional communication and responsive service.

• Maintain accurate service records, repair documentation, and maintenance history using Pipe Drive or similar CRM/service management software.

• Complete detailed service reports documenting findings, corrective actions, and recommendations.

• Communicate service outcomes with both customers and internal teams.

• Partner with Sales, Engineering, Culinary, and Customer Support teams to deliver an exceptional customer experience.

• Share field feedback to improve equipment performance, product design, and customer satisfaction.

• Support continuous improvement initiatives across the organization.

• Minimum one year of experience troubleshooting mechanical and electrical systems.

• Minimum one year servicing industrial manufacturing equipment; food processing or confectionery equipment experience is strongly preferred.

• Ability to read and interpret:

  • Mechanical drawings

  • Blueprints

  • Electrical schematics

  • Pneumatic diagrams

• Strong mechanical aptitude and analytical troubleshooting skills.

• Excellent verbal and written communication skills with the ability to explain technical concepts to customers of varying technical backgrounds.

• Basic computer proficiency with experience documenting service activities electronically.

• Strong customer service orientation with a professional, solution-focused approach.

• Ability to work independently while exercising sound technical judgment.

• Willingness and ability to travel extensively, including international travel.

• Valid driver's license and ability to obtain and maintain a valid passport.

• Forklift certification preferred (training and certification provided if needed).

Required

• High School Diploma or GED

Preferred

• Associate degree in Industrial Maintenance, Mechatronics, Electrical Technology, Mechanical Technology, or related field

• Technical certifications in industrial maintenance, automation, controls, PLCs, electrical systems, or mechanical systems

Equivalent combinations of education, military training, apprenticeship experience, or relevant industrial maintenance experience will also be considered.

Candidates should…