Manager Technical Support

Illinois Tool Works (ITW) is a Fortune 200 company that produces diversified products in global markets.  Some of its products include welding equipment, automotive components, construction materials and commercial food equipment.  The Food Equipment Group, including Hobart Service, is one of seven ITW decentralized business segments, is seeking a Manager of Technical and Product Support located at our headquarters in Troy, Ohio.

We are seeking a highly skilled and motivated Technical Support Manager capable of managing 12+ technical local and remote team members in an engineering environment.* The ideal candidate will have a strong background in engineering, coupled with extensive experience in providing technical support and managing teams. The ideal candidate will have experience leading and managing multiple projects in a fast-paced environment to include, but not limited to, quality issue resolution, reactive troubleshooting, development of proactive solutions, and service readiness. The Technical Support Manager will play a crucial role in ensuring the efficient resolution of technical issues, driving continuous improvement initiatives, and fostering a culture of excellence within the support team.  The chosen candidate will have the ability to lead and positively influence serviceability and technology change during new product development.

*This position resides in Troy, OH

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide leadership, guidance, and mentorship to the technical support team, fostering a collaborative and customer-focused work environment.
• Serve as a subject matter expert in engineering principles and technical support methodologies, providing guidance and support to team members as needed.
• Collaborate in the development of new and existing product improvements; and maintain cross functional involvement during early stages of the engineering development process to ensure serviceability and service readiness prior to production start.
• Monitor team performance metrics, analyze trends, and generate regular reports to track key performance indicators (KPIs) and identify opportunities for improvement.
• Communicate regularly with internal stakeholders, including senior management, engineering teams, and operations teams, to provide updates on technical support activities and address any issues or concerns.
• Implement and maintain quality assurance processes to ensure the accuracy and consistency of technical support interactions, adhering to established standards and best practices.
• Conduct research, collect, and analyze data to prepare reports and deliver presentations.
• Creates and effectively communicates a compelling vision for the team and aligns his/her team and senior management behind it.
• Takes ownership, drives positive change, and challenges the status quo. Addresses issues with courage.
• Responsible for processing and evaluating product specific warranty claims.
• All other duties as assigned by your manager.

Supervisory Responsibilities

• This position has direct supervisory responsibilities and carries out these responsibilities in accordance with the ITW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints, coaching for performance, and resolving problems.
• Hires, develops, and retains a diverse pipeline of great leadership talent.
• Allocate resources effectively to meet established KPI’s, metrics and customer expectations, optimizing team productivity and performance.

QUALIFICATIONS

Education and Work Experience

• Minimum of an Bachelor’s degree or 5 + years equitable work experience in a relatable field
• Minimum of 3+ years of experience in a Managerial role with 6+ direct reports
• Experience in creating and building processes with tools to maximize departmental efficiencies.

Desired Education/Experience

• Minimum of 5+ years in Technical or engineering related field
• Experience with ITW FEG business and products
• Understanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)

Job —Specific Knowledge

• Proficient with Microsoft Office Products to include Dynamics 365, CRM, Remote Support Applications, Outlook, Word, Power Pivot, MSQuery, strong Excel experience to include pivoting and charting, and PowerPoint.
• Expert knowledge in mechanical, electronics, combustion systems, and data analytics.
• Working knowledge of M2M, IoT, and remote diagnostics.
• Performs with high level of initiative exhibiting persistence and willingness to stimulate innovative ideas within the organization.
• Takes calculated risks, makes strategic, results-oriented decisions, and accepts responsibility for the results (positive or negative).
• Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem solving. 
• Ability to see underlying concepts and patterns in complex situations to develop solutions that effectively address underlying problems/root causes. 
• Working with leadership develop and implement Standard Operating Policy and Procedures.
• Identify opportunities to improve operational efficiencies – seek, share & implement best practices.
• Strategic Planning.
• Performance management skills.
• Skilled in problem-solving and change management.
• Ability to work with safety awareness.

COMPETENCIES

Leadership Skills

• Lives/embodies ITW’s values with cultural awareness.
• Always acts with integrity.
• Leads and behaves from an “enterprise first” perspective.
• Strong coach/mentor that shares talent for their development.
• Effective organizational, leadership and presentation skills.
• Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
• Management and leadership skills to motivate employees across the board

Time Management and Communication Skills

• Prioritizes regular workload, special tasks, and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within established time frame.
• Demonstrated ability to communicate orally with individuals from within and outside of the organization.
• Collaborative Approach – Can identify opportunities and takes action to build strategic relationships between one’s department and other teams, departments, units, or groups to help achieve business goals
• Strong communication skills, both verbal and written

PHYSICAL DEMANDS & WORK ENVIRONMENT

While performing the duties of this Job, the employee is in an office setting:

• Regularly required to Sit more than 4 hours.
• Frequently required to Stand, walk, bend, push/pull
• Occasionally required to kneel, lift 35-65 pounds with or without assistance
• May be exposed to noise, heat, cold, slippery, wet conditions
• May be required to climb ladder
• Willingness to travel as required up to 15%
• Standard office environment in a controlled climate

Why work for us?

• Competitive pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Extensive on-the-job, online, and classroom training
• Service vehicle, uniforms, and safety equipment provided
• Safety-conscious work environment

Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.