Service Technician - WCB

Position: Service Technician - WCB (66636)
JOB SUMMARY

The Service Technician is responsible for delivering high-quality in-house and field service support for Waukesha‑Cherry Burrell (WCB) equipment, with a primary focus on Scraped Surface Heat Exchangers (SSHE). This role performs standard and advanced equipment evaluations-including disassembly, inspection, repair, reassembly, and testing-while adhering to company, customer, and site safety requirements with minimal supervision. The Service Technician serves as a key technical resource, collaborating closely with internal teams, channel partners, and customers to troubleshoot issues, document failure modes, and support root cause analysis.

In addition to service execution, this role supports aftermarket growth initiatives by driving adoption of Aftermarket Programs, increasing genuine parts sales and service capture, and enhancing customer satisfaction across North America. The position requires extensive travel (50-70%), often on short notice.

PRINCIPAL DUTIES AND RESPONSIBILITIES

SSHE Service Performance

* Perform high-quality service including hands-on maintenance, troubleshooting / assessment, and repair work on all WCB equipment, specifically Scraped Surface Heat Exchangers. You must be able to:

* Work from prints, process sheets, with written and verbal instructions

* Use gauges, calipers, and micrometers to measure work

* Conduct simple and complex maintenance, service, repair, test, and audits on equipment in the field at end user sites, in-house, and/or other locations as required.

* Troubleshoot SSHE systems and diagnose issues with process.

* Work with minimal supervision while following routine procedures.

* Fill out detailed inspection reports

* Recommend Service Training plans, deliver aftermarket and hands-on service training (internal & external)

* Provide technical support to Sales and Operations as required for aftermarket opportunities

* Ensure customer satisfaction by advising customers on preventative maintenance, configurations and other solutions that may favorably impact performance

* Advise Product Management and Product Development of recurring component failure

* Maintain an unwavering commitment to safety policies and procedures

eXpress App Adoption

* Through on-going customer and marketplace interaction, recommend and document customer value propositions as well as desired changes/enhancements for eXpress app and other Aftermarket programs

* Gather competitive intelligence and customer feedback on OEM parts vs alternative parts

* Create eXpress app reports for Channel Partners in a timely manner and improve report designs

* Drive eXpress app and other aftermarket programs (SSHE Tube Replacement) internally with sales teams, and externally with customers and partners

* Work cross-functionally with teams to enhance the conversion rate of identified opportunities via tools such as eXpress App, eSales, C4C, etc

General Responsibilities

* Work with Sales Managers to ensure coverage of their accounts and support for AM-related Channel Partner Scorecard criteria and initiatives

* Recommend target industries, accounts, sites to deploy Aftermarket products/programs

* Gather and analyze product performance, including technical and operational data to identify and quantify recommended Replacement Cycles, opportunities for growth, new product and existing product improvement opportunities

* Recommend aftermarket program enhancements with the aim of scalability for mass deployment and implementation

* Assess the need for and support the creation of sales and service materials and collateral

* Recommend initiatives and tactics to increase capture rate of Aftermarket opportunities such as parts, services, etc.

* This is a role requiring heavy travel (70%) nationwide and to Canada, often on short notice. Travel opportunities include visits to customer sites and service centers to meet customer or organization needs.

* Other responsibilities as needed and assigned to support the business plans

KNOWLEDGE, SKILLS & ABILITIES

* Strong mechanical aptitude

* Ability to read and interpret maintenance and repair manuals and manufacturing drawings

* Good oral and written communications skills including the…