Installation Customer Care Representative in Troy, OH at ITW Food Equipment Group

Date Posted: 11/1/2019

Job Snapshot

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

Job Description

Installation Customer Care Representative - Troy, OH

Who are we?

Hobart Service, an Illinois Tool Works Company, has been in business for over 120 years and is the trusted source for Commercial Food Equipment Service Solutions.  We have over 1,700 associates nationwide who serve as valued partners to our customers.  Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, and Respect.

About the opportunity: 
This position is reporting to the Installation Customer Care Manager. The selected candidate will serve as a single point of contact with servicing offices and key customers through managing service installation programs.  This position performs a variety of duties associated with project management to provide prompt and efficient service to our customers.  There will be frequent contact with Field Service Organization associates and constant contact with customers and other outside personnel, requiring more than ordinary courtesy and tact to establish and maintain good customer relations.  Must be able to perform a variety of administrative duties associated with the Field Service Industry including clerical and inventory management to provide prompt and efficient service to our customers. You will have occasional work with confidential data where the effect of any disclosure may have an impact on the business.
  • Serve as the single source contact with targeted chains and key accounts ensuring timely and accurate execution of installation programs.
  • Work with the Key Accounts Sales Team and Hobart Field Organization to minimize and/or resolve installation issues.
  • Work with cross functional teams to improve processes and productivity within Hobart Service.
  • Assist in forecasting and planning installations based on shifting customer trends.
  • Efficiently communicate customer requirements to the field service offices to ensure proper execution at the time of service.
  • Provide outstanding customer service through professional phone skills, emails and team involvement.
  • Ensure that all contractual commitments are being met throughout all stages of process.
  • Act as a liaison between Field Service Organization and the customer/dealer to provide ongoing, consistent, timely communication.
  • Associates degree and 2 years customer service experience or a minimum of 6 years of administrative or customer service experience. 
  • Proficient with Microsoft Office Products to include Outlook, Word, Power Point and Excel.
  • Requires strong interpersonal skills working with internal and external customers.
  • Demonstrated initiative with ability to work both independently and with a team.
  • Ability to maintain a positive attitude and adapt to a changing environment.
  • Excellent organizational and time management skills, with ability to manage multiple priorities and meet deadlines.
  • Ability to understand and address situations using available information to develop and execute solutions.
  • The successful candidate must have a strong “customer service” mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
  • Strong attention to detail, with focus on data quality customer service.
  • Understanding and experience with USa, 80/20, PLS, MRD, and In-Lining
  • Experience creating process and procedure documentation
  • Project Management experience
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.