Qualifications:

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide 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 Responsibilities

• This 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.

QUALIFICATIONS

Education and Work Experience

• Minimum of an Bachelor’s degree or 5 + years equitable work experience in a relatable field
• Minimum of 3+ years of experience in a Managerial role with 6+ direct reports
• Experience in creating and building processes with tools to maximize departmental efficiencies.

Desired Education/Experience

• Minimum of 5+ years in Technical or engineering related field
• Experience with ITW FEG business and products
• Understanding and experience with ITW Tool box (USa, 80/20, PLS, MRD and In-Lining)

Job —Specific Knowledge

• Proficient 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.

COMPETENCIES

Leadership Skills

• Lives/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 Skills

• Prioritizes 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