Warranty Claims Supervisor

Job Description:

Company Description

Hobart Service an Illinois Tool Works Company has been in business for over 125years and is the trusted source for Commercial Food Equipment Service Solutions. We have over 1700 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 types
• Claim validation rules.
• Entitlement creation rules
• Supervision 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 warrantyrelated 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 ITWs values with cultural awareness.

Supervisory Responsibilities

This position has direct supervisory responsibilities and carries out these responsibilities in accordance with the ITWs 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

• Associates 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 preferred
• Experience 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 resultsoriented decisions and accepts responsibility for the results (positive or negative).
• Establishes and maintains effective collaborative work relationships both internally and externally.
• Inquisitive detailoriented 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 pay
• Great insurance options with low premiums
• Paid vacation and holidays
• 401K with company match
• Safetyconscious work environment
• Hobart 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 tobaccofree (including ecigarettes) on campuses and within company vehicles and maintains a drugfree 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 to request assistance. No other requests will be acknowledged.