Mgr Field Service III in Fort Wayne, IN at Welbilt

Date Posted: 4/6/2021

Job Snapshot

Job Description

Why Welbilt? We are passionate about developing and harnessing your true potential. If you value integrity, passion, teamwork, entrepreneurship and accountability, take a look at our career opportunities today!

We are Welbilt! We are pioneers and innovators. Our industry knowledge and insights stretch back nearly a century, from the original founding of the Hirsch brothers’ Welbilt Stove Company in 1929. We design, manufacture and supply best-in-class food and beverage equipment for the global foodservice market. We attract talent and build careers. We empower you to grow with us. We recognize you and reward you. We win together as one team.

As Mgr Field Service III, you will have regional responsibility for the support of the Welbilt operation and technical brands and/or leadership of 10-20 employees to perform various roles including a high-volume technical support call center, distributor support, administration of the factory authorized service network, facilitation field service seminars, key account support, escalation resolution, business strategy and department budget. You will utilize KPI’s to drive channel partner satisfaction and measure employee performance, and collaborate with cross functional departments to enhance products, quality focused, and reduce warranty expense.

Reporting directly to Director Technical Services, Hotside and KitchenCare, this position is a remote position.

Major Accountability:

  • Customer Service-Technical Support
  • Factory Authorized Service network growth and administration
  • Distributor and Key Account Support
  • Presentation of Level II Field Service Seminars

Key Task and Responsibilities:

  • Strategic leadership, growth, development and management of the technical support call center.
  • Support strategies, business objectives and provide support of the Manitowoc distributor network.
  • Execute business processes and provide continuous improvement of the factory authorized service network.
  • Negotiate warranty, non-warranty costs, and provide policy guidance while maintaining customer satisfaction.
  • Manage the cost center budget, implement business solutions to achieve desired results.
  • Support global service teams in Latin America, EMEA and APAC.
  • Plan employee schedules for proper call center staffing, distributor support, factory authorized service management, field training seminars, key account support and field issue resolution.
  • Employee selection, hiring, development and conduct performance evaluations.

Job Requirements

  • Bachelor’s Degree in Business or Field Service Management and 7+ years of experience; will consider 10+ years of experience in lieu of degree.
  • Comprehensive knowledge and experience in technical and customer service management.
  • Possess a high degree of tact, diplomacy, problem solving skills, and mature judgment.
  • Strong personal management, interpersonal skills, integrity, agility, and openness to other’s views.
  • Excellent verbal and written communication skills.
  • Ability to travel up to 15%.

* Welbilt KitchenCare is our promise to understand, meet and exceed the expectations of our customers for the lifetime of their business - ensuring they can operate with confidence and agility, day in and day out. KitchenCare starts with evaluation of operating needs, expands when equipment arrives on-site and continues for the lifecycle of the operation. Just a phone call away, our team is on hand 24/7 to support our customers in choosing the right products and delivering a customizable level of service from our portfolio. Through KitchenCare, we empower each customer to manage their Welbilt equipment and their operation for a one-of-a kind lifetime experience in collaboration with Welbilt, delivering Performance for a lifetime.  KitchenCare is a division of Welbilt, Inc.

Welbilt, Inc. provides the world’s top chefs, premier chain operators and growing independents with industry-leading equipment and solutions. Our innovative products and solutions are powered by our deep knowledge, operator insights, and culinary expertise. Our portfolio of 12 award-winning product brands includes Cleveland™, Convotherm®, Crem®, Delfield®, Frymaster®, Garland®, Kolpak®, Lincoln™, Manitowoc®, Merco®, Merrychef® and Multiplex®. These product brands are supported by three service brands: KitchenCare®, our aftermarket parts and service brand, FitKitchen®, our fully-integrated kitchen systems brand, and KitchenConnect®, our cloud-based digital platform brand. Headquartered in the Tampa Bay region of Florida, supported by over 5,400 employees and operating 21 manufacturing facilities throughout the Americas, Europe and Asia, we sell through a global network of over 5,000 distributors and dealers in over 100 countries. For more information, visit www.welbilt.com.

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace.  All applicants shall receive equal consideration and treatment in employment without regard to race, color, religion, ancestry, national origin, age, sex, marital status, familial status, medical condition, or any other status protected by law. All recruitment, hiring, placements, transfers, and promotions will be on the basis of individual skills, knowledge, abilities, and business need.

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