Manager Product Support - Weighing, Wrapping & Food machines in Troy, OH at ITW Food Equipment Group

Date Posted: 10/13/2019

Job Snapshot

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

Job Description

Manager Product Support - Weighing, Wrapping & Food Machines
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 Product Support located at our headquarters in Troy, Ohio.

The Manager of Product Support ensures Hobart Service customers receive superior product support for their commercial food equipment by; implementing and maintaining effective procedures to resolve service and equipment performance problems. Additionally, this position is responsible for processing, administering, and evaluating warranty claims.
We are seeking a highly motivated leader capable of managing 13+ technical local and remote team members in an engineering environment. The chosen candidate will lead and manage multiple projects in a fast pace environment to include, but not limited to, quality issue resolution, reactive troubleshooting, development of proactive solutions, and service readiness. The chosen candidate will have the ability to lead and positively influence serviceability and technology change during new product development.
This position will assist in service support 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.  
The ideal candidate will have expert knowledge in electronics, computer systems, networks, routers, software systems, and data analytics. Working knowledge of M2M, IoT, and remote diagnostics. This position will also be responsible for talent management including completion of performance evaluations, talent development, salary reviews and coaching.  
Minimum Qualifications:
We are seeking creative and innovative candidates. The preferred minimum qualifications are:
  • 5 + years in Technical or engineering related field
  • 3 + years demonstrated proficiency as a Manager
  • 3 + years people management experience with a proven track record of performance management skills
  • Must be proactive and display a high level of initiative
  • Demonstrated customer service skills, project management skills and ability to communicate effectively verbally and in writing
  • Proficient with Microsoft Office Products to include Outlook, Word, Excel, Power Pivot, Power Bi, MSQuery and PowerPoint
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
  • Ability to continuously learn and grow from successes and mistakes, is attentive to details and accuracy, and goal oriented
  • 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 in order to develop solutions that effectively address underlying problems/root causes
  • Requires strong interpersonal skills and the ability to build trust and rapport with the field service team, business units and the sales teams
  • Ability to develop positive working relationships with others at all levels and demonstrate respect to people at all levels
  • BA/BS in Business or Engineering preferred
  • Experience with ITW FEG business and products
  • Engineering / Advanced Technology experience
  • Prior management experience
  • Understanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)
  • Primarily office setting
  • Customer sites and conditions will vary based on industry and product
  • Ability to bend, kneel, climb when at customer site
  • May be exposed to noise, heat, cold, slippery, wet conditions
  • May be required to sit/stand/walk
  • May be required to lift 35-65 lbs
  • May be required to climb ladder
  • Up to 50% travel possible
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.