Illinois Tool Works Inc.
Manager Technical Support
Illinois Tool Works Inc., Troy, Ohio, United States, 45373
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, 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, OHESSENTIAL DUTIES AND RESPONSIBILITIESProvide 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 ResponsibilitiesThis 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.QUALIFICATIONSEducation and Work ExperienceMinimum of a Bachelor’s degree or 5 + years equitable work experience in a relatable fieldMinimum of 3+ years of experience in a Managerial role with 6+ direct reportsExperience in creating and building processes with tools to maximize departmental efficiencies.Desired Education/ExperienceMinimum of 5+ years in Technical or engineering related fieldExperience with ITW FEG business and productsUnderstanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)Job —Specific KnowledgeProficient 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.COMPETENCIESLeadership SkillsLives/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 SkillsPrioritizes 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.
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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, OHESSENTIAL DUTIES AND RESPONSIBILITIESProvide 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 ResponsibilitiesThis 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.QUALIFICATIONSEducation and Work ExperienceMinimum of a Bachelor’s degree or 5 + years equitable work experience in a relatable fieldMinimum of 3+ years of experience in a Managerial role with 6+ direct reportsExperience in creating and building processes with tools to maximize departmental efficiencies.Desired Education/ExperienceMinimum of 5+ years in Technical or engineering related fieldExperience with ITW FEG business and productsUnderstanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)Job —Specific KnowledgeProficient 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.COMPETENCIESLeadership SkillsLives/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 SkillsPrioritizes 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.
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