Job Description:
Company Description
Hobart Service, an Illinois Tool Works Company, has been in business for over 125 years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1,700 associates nationwide who serve as valued partners to our customers. Our employees are dedicated to providing the best customer service, give back to the communities where they live and work, and demonstrate the ITW values of Integrity, Simplicity, Trust, Respect, and Shared Risk.
Summary
The Warranty Claims Supervisor plays a key role in overseeing the warranty lifecycle for ITW FEG and Hobart Service. This position manages the accurate and timely processing of claims submitted by Hobart Service offices and authorized independent servicers, ensuring compliance with ITW FEG warranty policies. The role also supports continuous improvement efforts and contributes to a positive customer experience throughout the warranty process.
ESSENTIAL DUTIES AND RESPONSIBILITIES
These are the most significant job duties performed. The size, scope, and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
Lead and develop the ongoing evolution of a customized and complex claim processing logic within D365.Equipment & customer specific warranty typesClaim validation rules.Entitlement creation rulesSupervision and development of the warranty claims specialists to meet established KPIs and metrics.Provide coaching, support, and performance feedback developing a culture of high employee engagement with a focus on teamwork, excellence, and the customer (internal and external).Promote accountability, accuracy, and leads from an “enterprise first” mentality.Act as a key point of contact for Hobart Service offices, authorized independent servicers, and others with warranty-related questions.Manage independent service provider agreements, including annual system financial updates.Lead and develop specific warranty claims application training, including conducting training sessions.Manage the publications and communication management of warranty policies, procedures, and other related communications.Motivate the team through coaching, career planning, and setting educational objectives.Conduct research, collect, and analyze data to prepare reports and documents.Always act with integrity.Lives/embodies ITW’s values with cultural awareness.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.
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and Work Experience
Associate's degree and a minimum of 4 years of relevant experience or high school diploma/GED with equitable years in a relatable field.Minimum of 2+ years supervisory experience preferredExperience in creating and building processes with tools to maximize departmental efficiencies.Job —Specific Knowledge
To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.
Optimum accuracy, efficiency, and productivity in claims administration.Developing and implementing Standard Operating Policy and Procedures.COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies.
Must be dependable, have good attendance, be punctual, and have a positive attitude.Organization and prioritization are the core elements of the Supervisors responsibilities. You must know how to keep yourself and others organized and how to determine which tasks are the most important in each list.Must have exceptional verbal and written communication skills. Ability to work and interact with departments throughout Internal and External Organizations.Effective organizational, leadership and presentation skills.Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.Proficient with Microsoft Office Products to include Dynamics 365, Outlook, Word, Power Pivot, MSQuery, strong Excel experience to include pivoting and charting, and PowerPoint.Performs with an elevated 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).Establishes and maintains effective, collaborative work relationships both internally and externally.Inquisitive, detail-oriented with strong quantitative analytical skills and an innovative approach to problem solving.PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this role, the employee is exposed to a normal office environment and occasionally required to walk through a warehouse and/or manufacturing environment. The employee is regularly required to sit and use hands to finger, handle or feel. The employee is required to talk or hear. The employee is required to stand, walk, reach with hands and arms; stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close and peripheral vision.
Working Conditions
Professional office environment and occasional time spent in a warehouse and/or manufacturing environment. Personal Protective Equipment (PPE) must be worn in required locations including but limited to eyes, ears, foot and/or other protective devices as required.
Hours of Work
Normal business hours with occasional extended hours as needed.
Flexibility with schedule to meet critical deadlines.
Overtime / Extended hours may include nights and/or weekends.
Additional Information
Why work for us?Competitive payGreat insurance options with low premiumsPaid vacation and holidays401K with company matchSafety-conscious work environmentHobart Service is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.