Technical Service Engineer in New Port Richey, FL at Welbilt

Date Posted: 9/3/2019

Job Snapshot

Job Description

Consider joining the Welbilt family! We are looking for people with an entrepreneurial spirit, a passion for excellence and the inspiration to drive the future of the food industry!

We are Welbilt! We are pioneers and innovators. Our industry knowledge and insights stretch back nearly a century, from the original founding of the Hirsch brothers’ Welbilt Stove Company in 1929. We design, manufacture and supply best-in-class food and beverage equipment for the global foodservice market. We attract talent and build careers. We empower you to grow with us. We recognize you and reward you. We win together as one team.

This position will Support the Service and Aftermarket needs for the product line in the region. This includes supporting the Sr. Technical Manager on the execution of Aftermarket Strategy by key strategic customer and/or target segment for the product line. The support includes but not limited to Service training, technical support requirements, and Regional support. Managing phone trouble shooting technical support, warranty and customer call dispatching.  Provides Connectivity technical support on incoming inquiries regarding service and repair issues with our equipment connected to the internet via wired or wireless devices and maintains Cloud based systems.

Reporting directly to the Senior Technical Service Manager, this position is based in New Port Richey, Florida.

Major Accountabilities:

  • #1 focus on customer and deliver exceptional service

  • Work closely with Management, Customer Service, Sales and Engineering to resolve escalated Connectivity technical support issues.

  • Develops training materials for Call Center and field technician use to install, troubleshoot and repair of all connected equipment

  • Customer Onboarding and Maintenance of Crem products 

  • Collaborating with FAS  (Factory Authorized Service) and supporting via phone or travel to site  to meet or exceed service KPI's

  • Track KPI's by FAS and issues related to the ability of FAS to meet metrics

  • Reporting of Field issues, track, report and work with other departments to develop corrective actions

  • Manage the call center and warranty processing for these products

Essential Job Functions:

  • Delivering the Warranty payment and reports to key stakeholder (internal/external)

  • Monitoring field units through Kitchen Connect and Analyzing issues/problems and developing solutions as required to ensure service network meet service level agreements

  • Reporting of the critical to service KPI's to senior management on weekly/monthly basis

  • Manage the Kitchen Connect, Call Center and Warranty Administration

  • Resolving Escalated issues from Customers

  • Works with Product Management and Engineering on the design, application, functionality of the equipment.                                                                                                                                                                                                                                     

Job Requirements

Job Requirements:

  • Technical Degree in Engineering and a minimum of 5 years of professional experience.

  • Ability to travel 50% of the time.

  • Strong verbal and written communication, organization and time management skills.

  • Ability to analyze Data and develop solutions for corrective actions

  • Strong ability with Microsoft Office programs: Word, Excel, Outlook and PowerPoint.

  • Knowledge of Service Bench or other warranty processing systems

Working Conditions:

  • Ability to work in an office lift 50 Pounds

Welbilt, Inc. provides the world’s top chefs, premier chain operators and growing independents with industry-leading equipment and solutions. Our innovative products and solutions are powered by our deep knowledge, operator insights, and culinary expertise. Our portfolio of award-winning product brands includes Cleveland™, Convotherm®, Crem™, Delfield®, Frymaster®, Garland®, Kolpak®, Lincoln™, Manitowoc®, Merco®, Merrychef® and Multiplex®. These product brands are supported by two service brands: FitKitchen®, our fully-integrated kitchen systems brand, and KitchenCare®, our aftermarket parts and service brand. Headquartered in the Tampa Bay region of Florida, supported by over 5,800 employees and operating 17 manufacturing facilities throughout the Americas, Europe and Asia, we sell through a global network of over 3,500 distributors and dealers in over 100 countries. For more information, visit