Senior Field Service Representative - Rockton - TAYLOR COMMERCIAL FOODSERVICE INC.

Description

Why Choose Us?

Taylor Company, an Equal Opportunity Employer, is a dynamic global organization with a rich history of pioneering innovation and operating at the leading edge of manufacturing commercial foodservice equipment. Founded in 1926 and headquartered in Rockton, Illinois, the organization operates through distributorships in 125+ countries world-wide, providing business solutions for major foodservice operations. Taylor Company is a division of Middleby Corporation.

Be a part of the team that is a leader in the food service industry. Free ice cream every day might be enticing but Taylor company is much more than ice cream Taylor Company encourages employees to be the best they can be. Our business offers our employees the tools to learn and advance in their careers. With on site training and succession plans, Taylor sets up employees for success.

Competitive salary with bonus opportunity, plus full benefits package including medical, dental, and vision insurance; Short Term and Long Term Disability, tuition reimbursement, parental leave, 401k match, and other optional benefit coverages.

Position Summary

The Senior Field Service Representative provides high-level technical and service support to Taylor distributors, customers, and cross-functional internal teams for all Taylor equipment, including freezers, grills, slush machines, and RAM systems, as well as related service parts.

The ideal candidate brings strong mechanical aptitude, a solid foundation in electronics and refrigeration, and excellent communication skills. This role may support new product introductions (NPI/NPD) and may require travel to support testing, training, or field-based initiatives.

Key Responsibilities

Technical Support & Expertise

• Provide advanced technical support for all Taylor equipment, including troubleshooting, parts identification, and service best practices.
• Create and maintain service-related documentation, including service bulletins, alerts, quick reference guides, and parts lists.
• Review customer standard operating procedures (SOPs) and distributor scopes of work to support various service programs.
• Analyze historical service data to identify trends and provide actionable insights to customers, distributors, and internal teams.
• Serve as a subject matter expert during equipment testing phases, both conceptually and hands-on as needed.
• Support Trade show set up/tear down and customer engagement during the event as needed.

Communication & Collaboration

• Demonstrate professional phone etiquette, effective listening, and clear written and verbal communication.
• Support onsite (Taylor) customer demonstrations in collaboration with Sales.
• Partner with Engineering to support new product development and continuous improvement initiatives.
• Participate in cross-functional meetings and service-related project discussions.

New Product Development (NPD) Support

• Support the NPD process from a Service perspective, including attendance at weekly meetings and ownership of assigned service actions.
• Develop service documentation such as manuals, parts lists, and troubleshooting guides.
• Conduct field visits to customers and distributors to support NPD efforts or resolve unique, escalated service situations.

Training & Field Support

• Provide hands-on technical training for internal teams, distributors, and customers, as required (Tech Center or onsite).
• Act as the primary escalation point for assigned distributors, guiding next steps and resolution strategies.

Operational Responsibilities

• Support the call center as needed, including receiving calls and participating in daily 7:30 a.m. quality follow-ups.
• Utilize assigned software and systems, including Windows-based applications (Excel, PowerPoint, Word), Atlas, and other tools.
• Maintain organization while managing multiple high-priority service initiatives simultaneously.
• Perform other duties as assigned.

Requirements

Qualifications & Competencies

• Strong mechanical aptitude with working knowledge of electronics and refrigeration systems.
• Ability to read and interpret operator manuals, service manuals, and electronic/refrigeration schematics.
• Proven ability to perform effectively in high-pressure environments while prioritizing tasks based on direction and urgency.
• Strong analytical skills with the ability to process service data, interpret service call information, and provide clear recommendations for next steps.
• Preferred experience in the operational and functional aspects of Taylor foodservice equipment or the broader foodservice industry