Account Manager

ITW•Baltimore, MD

4d•$70,000 - $80,000

About The Position

The Account Manager at ITW Food Equipment Group’s Vulcan brand oversees private-label program development with U.S. dealers and international product lines, serving as the primary relationship and technical-support lead for key customers and service partners. The role coordinates warranty support, technical assistance, replacement parts, freight-damage resolution, field-service support, and issue escalation, acting as a liaison among customers, service partners, and Vesta to support timely resolution, consistent communication, and customer satisfaction. The Account Manager is the technical leader for assigned products, helping customers and field-service organizations understand product functionality, installation, operation, maintenance, troubleshooting, and warranty requirements. The role also identifies recurring product, service, and freight-related issues and works with manufacturing and internal teams on continuous improvement. Travel is up to 20%, and the employee may attend meetings with international partners during non-traditional office hours for approximately one to two hours per week.

Requirements

Strong customer-relationship and account-management skills, with the ability to coordinate among customers, service organizations, and internal teams.
Mechanical and/or technical aptitude, including the 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 the ability to assess technical and customer issues and recommend practical solutions.
Strong written and verbal communication skills, particularly when explaining technical information to technical and non-technical audiences.
Ability to manage multiple open customer issues and escalations while maintaining appropriate follow-up and documentation.
Strong judgment and decision-making, particularly 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.
Ability to travel up to 20%.
Ability to attend meetings with international partners during non-traditional office hours, approximately one to two hours per week.
Ability to stand or walk for up to two hours.
Ability to bend, stoop, lift, reach, and twist to complete job tasks.
Ability to operate common office equipment, including a PC, phone, copier, printer, and fax.
Ability to wear required personal protective equipment, including safety glasses, gloves, and steel- or composite-toe safety shoes, when required.

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 regarding technical support, warranty issues, replacement parts, and service needs for private-label products.
Facilitate timely resolution of 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.
Monitor freight-damage trends and identify recurring 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.