Call Center Representative in Troy, OH at ITW Food Equipment Group

Date Posted: 3/22/2020

Job Snapshot

  • Employee Type:
  • Location:
    Troy, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Call Center Representative - Troy, OH
Hobart Service is the leading provider of service repairs and parts for food equipment.  The brand has a rich history serving the industry for over 100 years. Hobart Service is a division of Illinois Tool Works (ITW) a global fortune 200 company with a diversified product line. We operate in 46 states with a talented group of Field Technicians who support and enable our customers’ ongoing success.
Contact with both internal and external customers where improper handling will have a marked effect on operating results. Ability to work with other Service Support Team Members.

 Will provide 24 hour a day, 7 day a week support to field offices to include logging calls to Branches and paging on call technicians during non-business hours

Shift Schedule: Schedules include a variety of day, evening and weekend hours. 

Hours: Approx. 2pm-10pm

Willing to be flexible to provide necessary coverage for peak periods, vacations, holidays, etc.

  • Answer calls from incoming customers and dispense call information to the appropriate Branch or Service Contractor
  • Utilize current system to properly log and page service calls
  • Distribute faxes and electronic calls as needed
  • Follow current procedures to ensure consistency and accuracy across the department while continually looking at process improvements and simplifications
  • Identify service offices and/or personnel where intervention may be needed to improve processes
  • Understand 3rd Party Companies being utilized by our key accounts in order to oversee proper procedures are being followed regarding service calls
  • Coordinate field notification, tracking and payment of  SPIFF programs
  • Track Office Information Screen/SMS Scheduler updates, print, and follow-up as necessary
  • Train and assist in the development of new hires
  • Handle other projects as required
  • Accredited High School diploma or GED
  • 2 years in customer support and service experience required
  • Proficient with Microsoft Office Products to include Outlook, Word, and Excel
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
  • Flexible scheduling, work any combination of 1st, 2nd and 3rd shifts including weekend shifts and holidays
  • Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
  • Demonstrates the understanding of working in a team environment and exhibits the ability to turn team diversity into an advantage
  • Ability to see underlying concepts and patterns in complex situations in order to develop solutions that effectively address underlying problems/root causes
  • Recognize changing customer needs and determine process/procedure updates and/or requirements
  • Work with IT regarding customer needs when appropriate
  • Ability to communicate effectively verbally and in writing
  • Requires strong interpersonal skills and the ability to build trust and rapport with the field service team and third party servicers as well as both Key and non-Key Accounts
  • Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
  • Ability to handle internal and external customers politely and efficiently follows procedures to solve problems, understand company products and services, and maintain pleasant and professional image
  • Associate’s degree
  • Proficient with Microsoft Office Products to include Access and Power Point
  • Bilingual
  • Field experience a plus
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 to request assistance. No other requests will be acknowledged.