Job Description:

Illinois Tool Works (ITW) is a Fortune 200 diversified manufacturing company with seven decentralized business segments, which include the Food Equipment Group.  The Warewash and Waste Division of ITW’s Food Equipment Group, is seeking a Senior Manager specializing in product quality and customer relations. This position will work from the ITW Hobart Technology Center, located about 20 minutes north of Dayton in Troy, OH.

The Warewash Division produces Hobart and Centerline brand commercial dishwashers for use in hotels, casinos, restaurants, health care, cruise ships, K-12 schools, universities, and retailers. 

Summary:

The Warewash Division is expanding its presence in existing served markets, as well as new markets, which requires a Senior Manager to lead projects to continuously improve product quality and provide direct support to our customers. The successful candidate will lead and coordinate activities to meet customer needs through excellent support to maintain product uptime. 

Reporting to the Director of Engineering and Quality, the successful candidate will be responsible for leading a team of engineers working in office and in a lab environment at the ITW Hobart Technology Center, as well as managing customer-facing field activities related to product support. 

What you will do:

Lead team of engineers focused on product support, quality and customer satisfactionManage projects related to quality improvements for existing product linesInteract directly with customers and build relationships through issue resolutionDetermine priorities and strategies to meet the needs of existing customersProvide guidance to quality engineering team and develop team member capabilitiesApply problem solving methodologies to determine root cause of quality issuesBecome a technical expert of Warewash products and featuresWork closely with Sales staff to resolve customer concernsWork with the Service Division to resolve claims and provide service parts to customersWork with plant operations and strategic sourcing teams on continuous improvement projectsGather feedback for marketing and design engineering teams for future productsTrack and report product quality and customer claim data, and present related project resultsWork with the Technical Publications and Service Training teams to refine documentationDevelop and implement maintenance training programs for key accounts and strategic partnershipsDevelop and implement a technical support team for the Warewash Division

What we are looking for:

Excellent communication and decision-making skillsEnthusiasm for interacting directly with customers or end-usersAbility to focus on both small details and bigger picture projectsExpert knowledge of engineering quality practices with proven results in the fieldProject management experiencePassion for solving problems with expertise in problem solving methodologiesTechnical understanding of commercial dishwashing equipmentRelationship-building and influencing skillsAbility to manage multiple concurrent projects and determine business prioritiesCommitment to develop, mentor and coach team members, and drive accountability for resultsAvailability to travel as needed for work (approximately 20% of the time)

Education and experience:

Bachelor’s Degree in Engineering, Quality Systems, Project Management, or related field5+ years of engineering or quality management experienceExperience influencing business results across multi-site operationsCustomer Service experienceMS Office application proficiencyExperience reading drawings and technical documentsEffective presentation and communication skillsSuccessful track record in managing complex projects and budgetsAbility to apply the ITW ToolboxFood equipment industry experience, preferredDesign engineering experience, preferredCAD proficiency, preferred

We are an equal opportunity employer, where we value the strengths of all team members.  We offer competitive compensation and benefits and an exciting work environment. 

ITW is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.