Field Service Tech (MidWest)-Hybrid Position

at  Lafferty Equipment Manufacturing Inc

Description:
We are seeking a dedicated and skilled technician to service and maintain laundry and kitchen chemical equipment. This position requires 75% travel to service locations. The ideal candidate will have a strong technical background, be detail-oriented, and demonstrate an ability to troubleshoot and repair complex equipment. In addition, respond to customer inquiries and issues via email, phone, or chat in a friendly and professional manner.
Requirements:

KNOWLEDGE / SKILLS / ABILITIES:

• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software as well as experience with ERP software.
• Ability to learn
• Ability to work independently and to anticipate work needs and interact professionally.
• Excellent organizational skills and attention to detail.
• Ability to follow verbal and written instructions.

QUALIFICATIONS / PRIOR EXPERIENCE:

• Technical proficiency related to the maintenance and repair of equipment.
• Ability to read and understand equipment manuals and technical diagrams.
• Strong problem-solving and analytical skills.
• Good communication and interpersonal skills.
• Ability to work independently and as a part of a team.
• Empathetic and patient demeanor when dealing with customer inquiries.
• Proven experience in tech support or a related role.

Requirements:

• Valid Driver’s License.
• Clean background check.
• Willingness to travel up to 50% of the time.
• Previous experience in laundry or kitchen equipment servicing. (Not required)
• Ability to lift heavy equipment and tools. (50 lbs+)

• Install, maintain, and repair laundry and kitchen chemical equipment.
• Diagnose and troubleshoot issues with equipment to ensure minimal downtime.
• Provide training and guidance to clients on the proper use and maintenance of equipment.
• Maintain a record of all service and repairs, ensuring detailed documentation in the CRM.
• Keep an organized inventory of parts and equipment.
• Collaborate with other departments, such as product development and sales, to provide valuable customer insights and contribute to product improvements.
• Ensure all safety protocols are followed during servicing and installations.
• Respond to emergency breakdowns and service calls in a timely manner.
• Travel to various service locations as required.
• Maintain a deep understanding of product offerings and their functionalities. Stay up to date with product updates and changes to provide accurate information to customers.
• Assist in developing and delivering training materials and webinars for customers to maximize their understanding and use of our products.
• Receive incoming calls, emails and chats, from end users, distributors, and commercial sales team and provide diagnostic support on product and services.
• Escalate calls as needed to engineering or quality team for more in depth technical/diagnostic assistance.
• Create quality cases, issue RMA’s, communicate diagnostic results and document appropriately in the CRM.
• All other specific duties and assignments as directed by CEG or SIM manager.