Senior Field Service Technician - Rockford, IL
15 hours ago
Job description
Overview
The Senior Field Service Rep/Tech provides advanced technical and service support for commercial appliances, working closely with distributors, customers, and internal cross functional teams. This role serves as a technical expert across refrigeration based and electro-mechanical systems and plays a key role in service documentation, training, escalations, and new product development support.
Key Responsibilities:
Technical Support & Expertise
- Provide advanced troubleshooting and service support for commercial appliances
- Identify parts, diagnose failures, and recommend service best practices
- Create and maintain service documentation including bulletins, alerts, manuals, and parts lists
- Analyze historical service data to identify trends and improvement opportunities
- Serve as a subject matter expert during equipment testing and validation phases
- Support trade show equipment setup, teardown, and customer engagement as needed
Communication & Collaboration
- Deliver clear, professional communication via phone, email, and written documentation
- Support customer demonstrations in partnership with Sales
- Collaborate with Engineering on product improvements and serviceability
- Participate in cross-functional meetings and service initiatives
New Product Development (NPD) Support
- Represent Service during NPD efforts, including weekly meetings and assigned action ownership
- Develop service manuals, troubleshooting guides, and parts documentation
- Conduct field visits to support testing, pilots, and escalated service cases
Training & Field Support
- Deliver hands-on technical training to internal teams, distributors, and customers
- Act as escalation point for assigned distributors and complex service issues
Operational Responsibilities
- Support call center operations as needed, including service call intake and quality follow-ups
- Utilize internal systems and tools (Windows applications, service platforms, data tools)
- Manage multiple high-priority initiatives simultaneously
Qualifications
- Strong mechanical aptitude with working knowledge of electronics and refrigeration
- Ability to read and interpret service manuals, schematics, and wiring diagrams
- Experience working in high-pressure, fast-paced service environments
- Strong analytical and problem-solving skills
- Background in commercial foodservice equipment or related OEM environments preferred
Pay: $85, $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Application Question(s):
- At any point in your career, have you been tasked with troubleshooting refrigeration equipment specifically?
- Do you have hands on experience providing advanced technical support (troubleshooting, parts identification, service best practices etc.) for electrical, appliance, electromechanical, or refrigeration products made in a manufacturing environment?
Ability to Commute:
- Rockford, IL Required)
Work Location: In person
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