Warewash Technical Product Specialist

Company Description

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions.  We have over 1,800 associates nationwide who serve as valued partners to our customers.  Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect and Shared Risk.

Job Description

Reporting to the Technical Support Manager, the Product Support Associate – Will work directly with management and will be responsible for performing complex duties.  

The ideal candidate is highly self-motivated, professional, and capable of managing their workload and prioritizing tasks in a fast-paced corporate environment.  

This individual must be able to display professionalism and use tact during all aspects of day-to-day functions. Possesses knowledge of organization or department procedures.   

The company offers medical, dental, and vision benefits, a 401(k) plan with a company match and a great work environment.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide basic, intermediate, and advanced technical troubleshooting and repair assistance via phone, email, and other methods. 

• Provide installation supervision and customer/technical on-site service support based on availability and/or product knowledge.  

• Always acts with integrity. 

• Lives/embodies ITW’s values with cultural awareness. 

• Takes ownership:  Drives positive change and challenges the status quo. Addresses issues with courage. 

• All other duties as assigned by your manager. 

Qualifications

Education and Work Experience 

• High School Graduate or GED   

• 5+ years Technical Support, Engineering/QA, Food Equipment repair or equitable work experience in a relatable field   

Desired Education/Experience 

• AAS in Engineering, Technology, Computer Science, or equitable work experience in a relatable field 

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. 

• Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.  

• Provide afterhours phone support on a rotational basis as scheduled 

• Interface with Hobart Sales and Service organizations authorized independent Servicers, customers, and various internal departments.   

• Review warranty and contract claims for technical merit and process within approval limitations.   

• Assist management in the resolution of equipment and service performance concerns received internally and externally 

• Advise team members and management on service history analysis to aid in drawing conclusions and setting a path forward, utilizing tools like the root cause analysis report.  

• Intermediate electrical, mechanical, software, firmware, and computer systems training (Military training a plus) 

COMPETENCIES 

To perform the job successfully, an individual should demonstrate the following competencies. 

• Adept in Technology 

• Verbal & Written Communication 

• Analytical Thinking 

• Skill in problem-solving, and change management 

• Customer service and deadline oriented 

• Ability to work with safety awareness 

Technical and Analytical Skills 

• Performs with high level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization. 

• ITW Toolbox , ITW Stage Gate / Service Readiness 

• Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes.  

• Demonstrated proficiency with MS Excel, PowerPoint, MS Word, and MS Teams 

Time Management and Communication Skills 

• Proven collaboration skills with the ability to effectively influence others. 

• Demonstrated customer service aptitude  

• Must make independent decisions daily, addressing the best way to handle specific tasks. 

• Must have exceptional verbal and written communication skills. Ability to work and interact with departments throughout Internal and External Organizations. 

• Effective organizational, and presentation skills. 

• Ability to manage multiple projects/priorities simultaneously 

• Inquisitive, detail-oriented wi