Equipment Support Specialist

About the role

As an Equipment Support Specialist, you will play a critical role in providing the best experience possible to our customers. Your responsibilities include ensuring that Henny Penny equipment is operational, troubleshooting technical issues, training customers, and working with our distributor network.

Responsibilities

• Ensure Henny Penny equipment is operational, not down for more than 24 hours anywhere in the world.
• Communicate with customers to troubleshoot technical issues via phone, written, video, or on-site.
• Train customers on equipment operations and preventative maintenance procedures.
• Work effectively with our distributor network to resolve issues in the field.
• Start up, operate, and/or repair equipment in the field as necessary.
• Draft technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Use effective follow-up techniques and maintain professional communication with customers to ensure issues are resolved satisfactorily.
• Drive continuous improvement throughout our after-sales network.
• Willingness and ability to travel (both domestically and internationally as necessary).
• Provide operational and startup training.
• Collaborate well in a team environment across multiple departments.

Requirements

• Associates degree in any related field preferred or equivalent experience.
• 1-5 years of technical or customer service related experience via the phone or in the field.
• Bi-lingual with Spanish would be a plus.
• CFESA certification in gas or electric or related certification is a plus.
• Food service equipment / industry knowledge a plus.
• Basic understanding of Henny Penny’s products and services.
• Good communication skills both written and verbal.
• Excellent time management skills with attention to detail.
• Basic knowledge of Microsoft Office products.
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.).
• Proven record of meeting work expectations and delivering on time.
• Good decision-making and problem-solving skills.
• Ability to provide operational and startup training.
• Intermediate Electrical, gas, diagrams, control programming skills.
• Ability to use all hand tools and testing devices including manometers, ac/dc & amperage, pullers at an intermediate level.
• Ability to diagnose improper installation & perform equipment installations.
• Ability to lift 100 pounds or greater.
• Must have a valid driver’s license.
• Welding experience is a plus.
• Ability to drive a commercial vehicle (pass ODOT physical).
• Multi-task across many different priorities.

Qualifications

• Basic understanding of Henny Penny’s products and services.
• Good communication skills both written and verbal.
• Excellent time management skills with attention to detail.
• Basic knowledge of Microsoft Office products.
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.).
• Proven record of meeting work expectations and delivering on time.
• Good decision-making and problem-solving skills.
• Ability to provide operational and startup training.
• Intermediate Electrical, gas, diagrams, control programming skills.
• Ability to use all hand tools and testing devices including manometers, ac/dc & amperage, pullers at an intermediate level.
• Ability to diagnose improper installation & perform equipment installations.
• Ability to lift 100 pounds or greater.
• Must have a valid driver’s license.
• Welding experience is a plus.
• Ability to drive a commercial vehicle (pass ODOT physical).
• Multi-task across many different priorities.

Skills

• Technical or customer service experience.
• Communication skills.
• Time management skills.
• Microsoft Office proficiency.
• Interpersonal and teamwork skills.
• Problem-solving abilities.
• Customer service skills.
• Technical troubleshooting skills.
• Equipment operation and maintenance knowledge.
• Fieldwork and travel skills.

Benefits

• Employee Stock Ownership Plan (ESOP).
• Annual company performance bonus in addition to base salary.
• Defined career paths.
• Professional development opportunities including tuition reimbursement and unlimited free access to LinkedIn Learning courses.
• A competitive benefits package including medical, dental, vision, 401(k) with company match, PTO, and paid holidays.
• Expanded onsite wellness clinic offering preventive care services.
• Wellspring and Owners Hall facility with 24/7 fitness center.
• Activities including department outings, holiday parties, and an annual company-wide Thanksgiving Dinner.

Pay

Competitive compensation based on experience and qualifications.

Schedule

Standard work schedule: 9 am to 6 pm with on-call rotation support required.