Service Technician – Equipment

Department: Service
Reports To: Director of Operations – Equipment
FLSA Status: Non-Exempt (Hourly)

Position Summary

The Service Technician – Equipment is responsible for the installation, commissioning, maintenance, troubleshooting, repair, and optimization of industrial chocolate manufacturing equipment at customer facilities. This highly hands-on role combines strong mechanical and electrical troubleshooting skills with exceptional customer service to ensure maximum equipment performance, reliability, and customer satisfaction.

The ideal candidate enjoys solving technical problems, traveling to customer locations, and working independently while representing the company in a professional manner.

Essential Responsibilities

Installation & Commissioning

• Install, assemble, and commission industrial chocolate manufacturing equipment at customer sites.

• Verify proper equipment operation through testing, calibration, and system validation.

• Ensure all installations meet company quality standards and applicable safety requirements.

• Travel domestically and internationally as required.

Preventive Maintenance

• Perform scheduled preventive maintenance to maximize equipment uptime and reliability.

• Conduct inspections to identify wear, potential failures, and performance concerns before breakdowns occur.

• Recommend maintenance improvements and replacement schedules.

Troubleshooting & Repair

• Diagnose mechanical, electrical, pneumatic, and control system issues.

• Perform repairs efficiently to minimize customer downtime.

• Identify root causes of equipment failures and recommend long-term corrective actions.

• Recommend replacement parts, upgrades, or repairs that improve equipment performance and reliability.

Customer Support & Training

• Train customer personnel on proper equipment operation, maintenance, and safe operating procedures.

• Provide technical support during service visits and remotely when appropriate.

• Build strong customer relationships through professional communication and responsive service.

Documentation

• Maintain accurate service records, repair documentation, and maintenance history using PipeDrive or similar CRM/service management software.

• Complete detailed service reports documenting findings, corrective actions, and recommendations.

• Communicate service outcomes with both customers and internal teams.

Team Collaboration

• Partner with Sales, Engineering, Culinary, and Customer Support teams to deliver an exceptional customer experience.

• Share field feedback to improve equipment performance, product design, and customer satisfaction.

• Support continuous improvement initiatives across the organization.

Qualifications

Required Skills & Abilities

• Minimum one year of experience troubleshooting mechanical and electrical systems.

• Minimum one year servicing industrial manufacturing equipment; food processing or confectionery equipment experience is strongly preferred.

• Ability to read and interpret:

  • Mechanical drawings

  • Blueprints

  • Electrical schematics

  • Pneumatic diagrams

• Strong mechanical aptitude and analytical troubleshooting skills.

• Excellent verbal and written communication skills with the ability to explain technical concepts to customers of varying technical backgrounds.

• Basic computer proficiency with experience documenting service activities electronically.

• Strong customer service orientation with a professional, solution-focused approach.

• Ability to work independently while exercising sound technical judgment.

• Willingness and ability to travel extensively, including international travel.

• Valid driver's license and ability to obtain and maintain a valid passport.

• Forklift certification preferred (training and certification provided if needed).

Education & Experience

Required

• High School Diploma or GED

Preferred

• Associate degree in Industrial Maintenance, Mechatronics, Electrical Technology, Mechanical Technology, or related field

• Technical certifications in industrial maintenance, automation, controls, PLCs, electrical systems, or mechanical systems

Equivalent combinations of education, military training, apprenticeship experience, or relevant industrial maintenance experience will also be considered.

Candidates should be prepared to discuss previous work accomplishments, technical challenges, problem-solving experiences, and lessons learned throughout their careers.

Physical Requirements

• Frequently stand, walk, bend, kneel, climb, and work in manufacturing environments.

• Ability to safely lift and move equipment or components weighing up to 50 pounds.

• Ability to work in confined spaces and around industrial machinery.

• Ability to use hand tools, power tools, and testing equipment.

• Ability to travel extensively and work extended hours when customer schedules require.

Work Environment

• Combination of customer manufacturing facilities, production environments, and occasional office work.

• Frequent domestic and international travel.

• Appropriate PPE is required while working in manufacturing facilities.

Position Backup

This position is supported by the Process Engineer and Director of Operations – Equipment.