Service Technician II

Job Description

Job Description

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary. 

SUMMARY:

The Service/Repair Technician 2 possesses fundamental knowledge and has demonstrated mechanical and electrical aptitude with troubleshooting experience. Responsible for providing on-site support to Hobart Service customers that includes but is not limited to: installation and/ or service of commercial food equipment. Routine work schedule including on-call, after-hours, holiday, and weekend on-site repair support.

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 mechanical and electrical commercial food equipment and assists in more advanced installs as needed.
• Maintain, diagnose, and repair basic mechanical commercial food equipment for customers on contract and/or on time and material (i.e., T&M) basis.
• Ability to interpret and follow schematic diagrams.
• Demonstrate knowledge of sequence of operations for multiple operating modes.
• Completes and documents preventative maintenance on mechanical and electrical commercial food equipment.
• Implements and supports standard operating procedures outlined in Hobart Service safety manuals and programs.
• Supports branch and organization financial objectives by providing a quality customer experience.
• Maintains current organization, industry, and equipment knowledge.
• Responsible for assigned company assets including vehicle, tools, and inventory.
• Follows 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.

Education and Work Experience:

• High school diploma or GED and 2-4 years of electrical and mechanical experience, or
• High school diploma or GED and 0-2 years of HVACR service experience with an EPA certification, or
• Vocational certificate in HVACR.

Desired Education/Experience:

• Associate’s degree or Vocational Certificate is preferred.
• Experience installing, maintaining, troubleshooting, and repairing commercial cooking and/or refrigeration equipment is preferred.

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 mechanical and electrical 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 - 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 diagrams, sustains understanding of parts stocking and identification methods, practices, and procedures.
• 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:

• Meets productivity standards as set by Customer Facing Metrics (CFMs).
• 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.

Dependability:

• Follows instructions, responds to management direction.
• Take 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.
• Keeps 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.
• Completes required safety training.

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 established time frame.
• 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 senior technicians and management.
• Thrives in multi-tasking environment and can adjust priorities quickly.

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