Lead Service Technician

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* Job Description:

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* ** Service/Repair Supervisor/Lead*
* SUMMARY

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 methods 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.

+ 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 mentor junior technicians with all technician duties.

+ Responsible for basic vehicle maintenance, truck stock, and follow the 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 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 and 7+ years of food equipment service experience and/or 4+ years of HVACR service experience.

Desired Education/Experience

+ Mechanical or electrical experience is preferred but not required.

+ Associate degree is preferred but not required.

+ 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 to demonstrate knowledge of these areas as they relate to the primary functions of the job.

+ Mechanical Aptitude - demonstrates expert mechanical aptitude to operate and 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 highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and 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…