Lead Installation Technician

About the role

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 1,700 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.

About the role

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.

Entering and managing installation opportunities in CRM to develop accurate monthly forecasts Conducting site installation surveys to collect necessary information for install feasibility and planning the execution in CRM Producing scope of works and customer facing installation quotes in CRM Working with dispatchers and other branch personnel to schedule installs in Microsoft Field Service adhering to promise dates for customers Executing the installation per the scope of work to customer satisfaction and by adhering to safety manuals and programs Strong adherence to installation playbook from start to end (machine at customer site to leaving customer site after successful startup) Effective management of installation request inbox Strong project management skills by managing schedule dates and completion dates in CRM and information relayed to the customer and to other branch leadership personnel Proper final pricing updates to CRM opportunities that support branch and organization financial objectives Maintains current organization, industry, and equipment knowledge.

Strong communication with customers on overall Hobart Service value propositions for future service products after warranty expires for new machine Proper vehicle maintenance and handling of installation material handling equipment Adherence to the company's safe driving policy and other applicable policies including safety Other duties as assigned 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.

Required Education and Work Experience * High school diploma or GED * 2 years of formal technical training and at least ten years of related experience * Equipment installation or similar experience * PC knowledge and suite of Microsoft applications Desired Education/Experience * 5+ years of installation experience in commercial equipment * Mechanical or electrical experience is preferred, but not required * Associate degree is preferred, but not required * Experience installing and removing commercial cooking and/or refrigeration equipment is highly desirable * Prior experience using Microsoft Dynamics 365 CRM Certificates and Licenses Position/Location dependent * Industry certification is highly desirable Certificates and Licenses Position/Location dependent.

• 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 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) Ensure they are following workflow processes (e.g., Inspection accuracy) Understanding and promoting sales/lead opportunities to assist in creating customer-focused strategies for fostering business relationships (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.
• 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. * Takes 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.

We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.