Service Training Supervisor

Job Description:

SUMMARY

This position will be responsible for assisting management and administration in daily operations for the Service Training Department. Plans, directs, supervises, and evaluates workflow. Coordinates work activities to achieve the volume expected to meet operational requirements. Possess the knowledge and skills necessary to resolve wide and varied situations and be able to implement recommendations and decisions regarding these matters. Individual provides supervision and direction for a designated team of instructors, within established guidelines and practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Providing coaching and training on products, procedures, service repair techniques, and customer service
• Talent development

Leadership - demonstrates strong strategic leadership skills across a team of varied skill sets and exempt/non-exempt status (e.g. coaching, talent development, performance management, discipline, etc.)

Leadership Skills

• Effective organizational, leadership and presentation skills.
• Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
• Makes self-available to staff.
• Provides regular performance feedback.
• Ensures direct reports are meeting assigned metrics through evaluation, coaching, and communication.
• Solicits and applies customer feedback (internal and external).
• Continually works to improve supervisory skills.
• Establishes and maintains effective, collaborative work relationships both internally and externally.
• Effectively recruits candidates and interviews job applicants for open positions, supporting ITW Diversity and Inclusion strategies.
• Represents Hobart Service within their community well.
• Recognize unusual or emergency situations and take appropriate actions.
• Assist the Manager of Service Training Instruction in the development of the training schedule and instructor class assignments.

Time Management and Communication Skills

• Must be dependable, have good attendance, be punctual, and have a positive attitude.
• 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 the organization.
• Demonstrates crisis/conflict resolution skills.
• Ability to self-motivate and self-direct with little to no supervision.
• Thrives in multi-tasking environment and can adjust priorities quickly.
• Proven experience in Continuous Improvement activities (i.e. 80/20).

Responsibilities:

• Instruct Hobart company technicians and independent servicers in the proper servicing of food equipment products through lecture, audio-visual, online self-paced modules, hand-on student involvement and other delivery methods.
• Travel to both US and International customer locations to present and or assist in training as required.
• Evaluate performance of Service School attendees using established processes and provide appropriate feedback and recommendations to local management for follow-up to enhance service effectiveness and skills development.
• Interact with Branch Managers / Independent Servicers, Service Advisors, Product Service, Product Engineering and other internal departments.
• Provide preventative maintenance and technical training for end users (e.g. retail customers) as scheduled typically at customer site and conduct training sessions in the field as required.
• Provide input and assist in development and ongoing evaluation of designated training curricula and programs.
• Review and provide technical assistance in the development of technical service publications.
• Ensure all instruction and training operations demonstrate safe practices.
• Provide product overview and technical assistance to Engineering and Product Service and other departments as requested.
• Assist in training and development of Service Training Instructor personnel.
• Coach other associates and or intermediate level trainers.
• Lead new training needs assessment meetings and evaluations.
• Presenting a day-to-day positive attitude toward the Service Training Department.
• Review End of Course Surveys and provide feedback to the instructors to enhance trainer's competency.
• Maintaining all course documentation ensuring that it is correct and current as of each course start date.
• Identifying issues and take responsibility for developing corrective actions as needed.
• Supervising new trainers as assigned.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• Associates degree and a minimum of 6 years of relevant experience
• 3-5 years servicing Food Equipment or related products
• 3-5 years as a Service Training Instructor required.
• Technical training for Hobart food equipment or related products.
• Computer Skills: Microsoft Office and Adobe programs.
• Strong verbal communication skills.
• Strong platform skills.

Desired Education/Experience

• Associate's degree in electronics/mechanical training or other related fields
• Bachelor's degree is preferred.
• Formal training or education in project management
• Instructional design and delivery experience
• Multi-media production and other technology-based training

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.

• Three Phase electrical power circuits
• Schematic diagram reading

COMPETENCIES

To perform the job successfully, an individual should demonstrate the following competencies.

Technical and Analytical Skills

• Ability to read and interpret standard operating procedures/ instructions/ blueprints/mechanical drawings.
• Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.

Safety

• Ability to read and understand safety guidelines of the office and equipment.
• Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.

Time Management and Communication Skills

• Must be dependable, have good attendance, be punctual, and have a positive attitude
• 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.

Leadership Skills

• Effective organizational, leadership and presentation skills.
• Proven leadership and collaboration skills with the ability to effectively supervise, coach and influence employees.
• Performs with high level of initiative exhibiting persistence and willingness to stimulate new 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.

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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is:

• Regularly required to

• Walk 3 -5 miles per day

• Kneel, squat, bend push/pull

• Frequently required to

• Climb ladders, up to 12 ft.

• Lift 50lbs with assistance

• Occasionally required to

• Exposure to noise, heat, cold, slippery, wet conditions

Working Conditions

• Position performed primarily in an office setting.
• Customer sites and conditions will vary based on industry and product.

Hours of Work

• Normal business hours with extended hours as needed
• Travel up to 10%

Compensation Information:

The pay rate will depend on the successful candidate's qualifications and prior experience.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.