Equipment Support Technician

About the role

As an Equipment Support Technician, you will play a critical role in providing the best experience possible to our customers through telephonic technical support and written support in our contact center.

Responsibilities

• Ensures that Henny Penny equipment is not down for more than 24 hours, any place in the world by providing excellent support to our customers.
• Communicates with customers to quickly and efficiently troubleshoot technical issues via phone, Written, video, or occasionally on site.
• Drafts technical procedure documents such as bulletins, instructions, knowledge articles, etc.
• Uses effective follow-up techniques and maintains professional communications with customers to ensure that issues have been resolved to satisfaction.
• Drives continuous improvement throughout our after-sales network.
• Willingness and ability to travel (both domestic and international as necessary) up to 10% may be required.

Requirements

• Associates degree in any related field preferred or equivalent experience.
• 1-5 years of technical or customer service related experience via the phone.
• Bi-lingual with Spanish would be a plus.
• Basic computer skills including but not limited to keyboarding and Microsoft suite tools.
• Gas or Electric CFESA / Equivalent Certification is a plus.
• Food service equipment / industry knowledge a plus.
• Strong communication skills both written and verbal.
• Basic understanding of Henny Penny’s products and services.
• Intermediate knowledge of Henny Penny internal systems (JDE, Apps, Concur, Halo BO Analytics, etc.).
• Collaborates well in a team environment and across multiple departments.
• Basic electrical, gas, diagrams, and control programming skills.
• Basic use of all hand tools and testing devices including manometers, ac/dc & amperage, pullers.
• Ability to diagnose improper installation & perform equipment installations is a plus.

Qualifications

• Basic electrical, gas, diagrams, and control programming skills.
• Basic use of all hand tools and testing devices including manometers, ac/dc & amperage, pullers.
• Ability to diagnose improper installation & perform equipment installations is a plus.

Skills

• Technical support experience via the phone.
• Customer service experience.
• Technical writing skills.
• Problem-solving skills.
• Communication skills (written and verbal).
• Basic computer skills.
• Basic electrical, gas, and control programming skills.
• Basic use of hand tools and testing devices.

Benefits

• Opportunity to work for a company that is 100% employee-owned.
• Enrolled in our employee stock ownership plan (ESOP) program following one year of service.
• Annual company performance bonus in addition to base salary.
• Defined career paths so you’ll always know what’s next and what steps can get where you want to go.
• 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 such as wellness screenings, annual physicals, and related lab work at no cost to employee-owners.
• Achieve total well-being at our new Wellspring and Owners Hall facility, featuring 24/7 fitness center with a wide variety of cardio and strength training equipment.
• Activities including department outings, holiday parties, and our annual company-wide Thanksgiving Dinner.

Pay

Competitive compensation based on experience and qualifications.

Schedule

Flexible schedule to accommodate your needs and the demands of the job.