Customer Care Support Specialist

Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,800 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, Respect and Shared Risk.

Serve as a single source contact to ensure timely and accurate execution of programs, repairs and pricing for key account customers through 3rd party support, scorecard management and special projects. Responsible for driving field improvements through enhanced training and documentation of key processes.

• Work with cross functional team and Hobart Field Organization to improve processes/minimize and/or resolve service issues

• Understand 3rd Party Companies requirements and drive consistency in processes across organization

• Scorecard management, daily follow-up and reporting to ensure success of key customer relationships and proper procedures are being follow by Hobart Offices

• Data integrity maintenance including but not limited to: market segment codes, Epicor equipment project, service location roll-ups and warranty registration information.

• Develop processes/manage/coordinate various programs and special key account projects as needed

• PM tracking, follow-up and reporting

• Execution and management of pricing structures within system

• 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

• Other duties assigned by management