Service Technician IV

Job Description

Job Description

Job Description:

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food services 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 4 possesses advanced knowledge and has demonstrated mechanical, electrical, pneumatic, gas, and/or refrigeration (HVACR) aptitude with complex troubleshooting experience. A Service/Repair Technician 4 exhibits leadership behaviors and is 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.

• Primary point of contact for key customer accounts, including service-related issues.

• Assists with on-boarding, training, and development of new Service/Repair Technicians

• Routinely plans, leads, and executes complex technical projects including installations and turnkeys

• Diagnose and repair software errors, failures, and malfunctions in electronic food equipment.

• Installs mechanical, electrical, pneumatic, gas, and/or refrigeration commercial food equipment and plans and leads more advanced installs as needed.

• Maintain, diagnose, and repair mechanical, electrical, pneumatic, gas, and/or refrigeration 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 advanced knowledge of sequence of operations for multiple operating modes.

• Knowledge of state specific and federal regulations related to combustion emissions

• Completes and documents preventative maintenance on mechanical, electrical, pneumatic, gas, and/or refrigeration commercial food equipment.

• Implements and supports standard operating procedures outlined in Hobart Service safety manuals and programs.

• Promotes branch and organization financial objectives by providing quality customer experience and generating leads.

• Supports new product introduction.

• 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 accommodation 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

• Associate’s degree or Vocational Certificate 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.

• Accredited Certified Technician (CFESA / NATE / Hobart)

• EPA Certification

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 advanced knowledge of mechanical electrical, pneumatic, gas, and/or refrigeration (HVACR) aptitude with complex troubleshooting experience. Skilled in use of various tools and equipment (e.g., basic hand tools, reading and following service manuals, gauges, meters, etc.)

• Customer Service - Utilizes various interpersonal styles, communication methods, and problem-solving skills to positively assist and influence customers.

• Safety at Work – Observe and practice all safety and security procedures. (PPE, safety training, etc.)

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 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.

• Ensure 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 are 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 environmental characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation 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

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.