Field Service Technician

We are seeking a Field Service Technician to join our growing team a Kirby. As an employee with direct contact and relationships with our customers, we consider this pone of the most important roles in the company. Your main responsibility will be to handle on-site servicing, diagnostics and repairs for our customers restaurant equipment. At Kirby, we pride ourselves on delivering above-and-beyond customer service. We are searching for a field service technician to provide on-site maintenance for our customers’ equipment. The field service technician will oversee installing and testing equipment, troubleshooting issues, making repairs, and teaching and ensuring our customers understand their products and our field technicians can proactively assist them with any questions that they have on the operation of the equipment. Kirby is committed to serving both customers and employees in the best way possible. If you’re looking for a place to grow your career while providing impeccable service, we’d love to meet you.

Objectives:

• Learn the ins and outs of our equipment to accurately answer questions and adequately serve our customers
• Become an expert in identifying and diagnosing equipment issues, and triage the needs of a repair or reorder of a part
• Work seamlessly and cohesively with all members of Kirby to ensure you can fully operate with supportive guidance from a supervisor and manager
• Resolve all customer complaints and ensure that the problem has been resolved to the satisfaction of you and the customer, provide customers with tools and training to successfully operate their equipment if needed, leaving customers feeling satisfied and confident in their equipment at the end of each visit and return to Kirby for any restaurant or facility needs they may have in the future.
• This technical role ensures our clients' equipment operates at peak performance through scheduled preventative maintenance and prompt, proactive repair services when needed

Responsibilities:

• Install equipment in customers’ places of business and train customers to properly operate or service their new hardware
• Work with other field service representatives to thoroughly understand customer complaints and equipment issues before arriving on-site for maintenance, so you are readily prepared to address their needs
• Travel to job sites to troubleshoot issues, diagnose problems, and fix or replace equipment as needed
• Provide regularly scheduled, ongoing equipment maintenance visits to ensure our customers relationships continue to grow and they know we are their proactively to understand any need they might have or any questions or concerns about any of their equipment.
• Operate the company vehicle in a safe and professional manner for work purposes only. All company vehicles have GPS installed.
• Always follow company procedures and safety policies. Kirby takes safety very seriously and ensures our employees are kept in a safe work environment.

Skills and Qualifications:

• Ability to install equipment, diagnose problems, and make repairs.
• Strong time-management skills and an ability to stick to a tight schedule.
• Excellent problem-solving skills with a knack for troubleshooting technical issues.
• Ability to collaborate with others and work well on a team to ensure we are servicing our customers with the best possible solutions that Kirby offers.
• Enthusiasm for providing excellent customer service to customers, vendors and coworkers. At Kirby there is a "can do spirit" that is a required skill to be part of the team.
• Excellent verbal and written communication skills and ability to present on timely and professionally communicate with our customers and other coworkers.

Requirements of the Role:

• Minimum two years of field restaurant equipment/appliance repair maintenance required
• Valid driver’s license & ability to clear pre-employment background/drug screen
• Customer Service Skills & Technical Skills are both above standard
• Experience performing on-site maintenance and building relationships with customers
• Availability to work flexible hours when needed, and triage work orders with your team to ensure all orders are completed timely and professionally per the customer’s request
• Strong mechanical aptitude and troubleshooting skills
• Excellent familiarity with tools and equipment and appliances
• Ability to handle physical workloads

“Kirby is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.”