Senior Field Service Representative

Taylor Commercial Foodservice LLC • Rockton, IL

16d

About The Position

The Senior Field Service Representative provides high-level technical and service support to Taylor distributors, customers, and cross-functional internal teams for all Taylor equipment, including freezers, grills, slush machines, and RAM systems, as well as related service parts.

The ideal candidate brings strong mechanical aptitude, a solid foundation in electronics and refrigeration, and excellent communication skills. This role may support new product introductions (NPI/NPD) and may require travel to support testing, training, or field-based initiatives.

Requirements

• Strong mechanical aptitude with working knowledge of electronics and refrigeration systems.
• Ability to read and interpret operator manuals, service manuals, and electronic/refrigeration schematics.
• Proven ability to perform effectively in high-pressure environments while prioritizing tasks based on direction and urgency.
• Strong analytical skills with the ability to process service data, interpret service call information, and provide clear recommendations for next steps.

Nice To Haves

• Preferred experience in the operational and functional aspects of Taylor foodservice equipment or the broader foodservice industry.

Responsibilities

• Provide advanced technical support for all Taylor equipment, including troubleshooting, parts identification, and service best practices.
• Create and maintain service-related documentation, including service bulletins, alerts, quick reference guides, and parts lists.
• Review customer standard operating procedures (SOPs) and distributor scopes of work to support various service programs.
• Analyze historical service data to identify trends and provide actionable insights to customers, distributors, and internal teams.
• Serve as a subject matter expert during equipment testing phases, both conceptually and hands-on as needed.
• Support Trade show set up/tear down and customer engagement during the event as needed.
• Demonstrate professional phone etiquette, effective listening, and clear written and verbal communication.
• Support onsite (Taylor) customer demonstrations in collaboration with Sales.
• Partner with Engineering to support new product development and continuous improvement initiatives.
• Participate in cross-functional meetings and service-related project discussions.
• Support the NPD process from a Service perspective, including attendance at weekly meetings and ownership of assigned service actions.
• Develop service documentation such as manuals, parts lists, and troubleshooting guides.
• Conduct field visits to customers and distributors to support NPD efforts or resolve unique, escalated service situations.
• Provide hands-on technical training for internal teams, distributors, and customers, as required (Tech Center or onsite).
• Act as the primary escalation point for assigned distributors, guiding next steps and resolution strategies.
• Support the call center as needed, including receiving calls and participating in daily 7:30 a.m. quality follow-ups.
• Utilize assigned software and systems, including Windows-based applications (Excel, PowerPoint, Word), Atlas, and other tools.
• Maintain organization while managing multiple high-priority service initiatives simultaneously.
• Perform other duties as assigned.

Benefits

• Competitive salary with bonus opportunity, plus full benefits package including medical, dental, and vision insurance; Short Term and Long Term Disability, tuition reimbursement, parental leave, 401k match, and other optional benefit coverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees