Account Manager

ITW•Baltimore, MD

About The Position

At ITW Food Equipment Group, the Account Manager oversees private-label program development with U.S. dealers and international product lines. The role is the primary relationship and technical-support lead for key customers and service partners, coordinating warranty support, technical assistance, replacement parts, freight-damage resolution, field-service support, and issue escalation. The Account Manager serves as the liaison among customers, service partners, and Vesta to help resolve issues promptly, maintain clear communication, and support customer satisfaction. The position is also the technical resource for assigned products, helping customers and field-service organizations understand product functionality, installation, operation, maintenance, troubleshooting, and warranty requirements. The Account Manager identifies recurring product, service, and freight-related issues and works with manufacturing and internal teams to support continuous improvement. The role involves travel of up to 20% and occasional meetings with international partners outside traditional office hours.

Requirements

Strong customer-relationship and account-management skills, including the ability to coordinate effectively among customers, service organizations, and internal teams.
Mechanical and/or technical aptitude and ability to understand commercial-equipment operation, installation, maintenance, and troubleshooting.
Experience supporting warranty, technical-service, replacement-parts, or customer-service functions.
Strong problem-solving skills and ability to assess technical and customer issues and recommend practical solutions.
Strong written and verbal communication skills, including explaining technical information to technical and non-technical audiences.
Ability to manage multiple open customer issues and escalations while maintaining follow-up and documentation.
Strong judgment and decision-making skills when evaluating warranty, replacement, freight-damage, and customer-accommodation requests.
Ability to work across organizational boundaries and coordinate with customers, distributors, service providers, and manufacturing teams.

Nice To Haves

Experience with commercial foodservice equipment, restaurant equipment, appliances, HVAC/R, electrical/mechanical equipment, or a related industry.
Experience working with distributors, dealers, authorized service organizations, or third-party field-service providers.
Experience supporting private-label or OEM products.

Responsibilities

Support dealer customer-service teams with product-related questions about equipment purchased through Vesta.
Serve as the primary point of contact for Parts Town for technical support, warranty issues, replacement parts, and service needs related to private-label products.
Liaise among customers, service partners, and internal teams to resolve warranty, service, freight, technical, and product-related issues.
Build working relationships with customer-service, parts, field-service, and operational teams at assigned accounts.
Collaborate with stakeholders to oversee key-account growth in global markets.
Manage escalated customer-service, warranty, and technical-support issues, coordinating resources to reach resolution.
Coordinate with Vesta on warranty claims, service issues, technical questions, and product-support concerns.
Evaluate warranty and service situations and help determine appropriate resolutions based on warranty guidelines, product condition, service requirements, and customer circumstances.
Review and evaluate freight-damage claims and monitor trends in packaging, handling, or product vulnerabilities.
Serve as the technical leader and subject-matter resource for assigned products, including functionality, installation, operation, troubleshooting, and maintenance.
Ensure service teams have the product information, documentation, troubleshooting guidance, and technical knowledge needed to resolve issues.
Assist in diagnosing complex or recurring equipment issues and coordinate escalation to Vesta technical or manufacturing personnel when needed.
Monitor warranty claims, service calls, replacement requests, and freight-damage issues to identify recurring trends.
Escalate recurring product-performance, component-failure, packaging, and freight-damage concerns to appropriate Vesta manufacturing personnel.
Provide customer and field-service feedback to Vesta to identify product and process improvement opportunities.