Service Coordinator - ITW Food Equipment Group

 ITW Food Equipment (FEG) leads the industry in designing, manufacturing, and selling food equipment products.  Our well-known brands are differentiated by their unique innovations and integrated service offerings. We meet the needs of our global customers by focusing on the industry’s critical issues, including sustainability, ease of use, performance, total cost of ownership and food safety.

A Service Coordinator serves as the customer and technician’s point of contact for supporting related questions for the Vulcan Product line. The Service Coordinator’s role requires a motivated individual who can troubleshoot and resolve customer application, mechanical, electrical and/or gas systems problems with exceptional customer service skills. The Service Coordinator I is expected to assist beyond client expectations. The role requires an initiative-taker, team player, detail-oriented, able to multitask, and someone who can communicate effectively. 

• Working knowledge of mechanical, electrical, and gas systems
• Answer incoming technician & customer inquiries, effectively applying problem solving techniques, educating clients, and following issues through to their successful resolution
• Pick, pack, and ship parts for urgency customer care
• Review and test returned warranty parts
• Working knowledge of mechanical, electrical, and gas systems
• Receives and escalates complaints and complex service requests to senior staff as needed
• Recording issues into tracking system
• Responding to emails, voice mails, and calls
• Understanding of unique needs for large chain customers
• Remain positive and courteous
• Ability to interact with all levels within ITW plant, including assembly workers, sales representative, service manager & technicians, director of operations, operations manager, and engineering.

• Position onsite at our manufacturing location
• Ability to learn and adapt quickly.
• Customer service oriented.
• Focus on quality control.
• Knowledge of Microsoft Suite including Excel, Outlook, PowerPoint, Word
• Must be able to follow specific directions with attention to detail
• Ability to prioritize, plan and organize multiple tasks simultaneously.
• Strong personal leadership skills
• Must have excellent listening, verbal, and written communication.
• Ability to work cross-functionally
• Ability to deescalate while trying to problem solve customer difficulties
• Strong critical thinking skills are necessary

Physical Requirements/Working Conditions:

• Office/plant role
• Must be available for overtime as needed.
• Must be able to lift 50 lbs.
• Must be able to sit, bend, stoop, lift, reach and twist to complete all job task
• Must be able to wear all required PPE (i.e., safety glasses, steel/composite toe safety shoes)
• Reliable transportation
• Travel 5%

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.