Key Account Support Specialist, Service

3 weeks ago

North York, Canada Hobart Canada Full time

**Key Account Support Specialist, Service**

**Company Information**

Hobart is the leading supplier of equipment, systems and service in the food industry. Hobart offers the broadest line of equipment including cooking, food preparation, refrigeration, bakery systems, warewashing and waste systems, and weighing, wrapping and labeling systems. Hobart Canada is a part of ITW Food Equipment Group, and is headquartered in Toronto with branch offices in Halifax, Nova Scotia, Montreal, Québec, Toronto, Ontario, Edmonton, Alberta, and Vancouver, British Columbia. The company employs more than 230 people. Included in this number are over 120 service technicians providing nationwide service, effectively making Hobart Canada the industry’s largest service organization.

Reporting to the Business Development Manager, the Key Account Support Specialist for Service role passionately and directly supports the Canadian Service organization in achieving National revenue and income targets by managing all aspects of assigned targeted chains, key accounts, and third-party vendors ensuring timely and accurate execution of service programs.

**Responsibilities**:

- Develop and maintain effective working relationship with customers, Canada field and equipment sales team, and ITW service key support personnel.
- Directly communicate customer requirements to internal customers to ensure proper execution at the time of service.
- Ensure that all contractual commitments are being met throughout all stages of the process.
- Act as a liaison between internal customers and the customer/dealer to provide ongoing, consistent, timely communication.
- Exercise discretion and independent judgment when Making decisions to benefit the customer (internal and external), when handling high volume/high dollar customer management, and making Decisions that impact customer results for maintenance agreements, equipment, and parts purchases.
- Drive, Coordinate and schedule various customer projects. ie: installation, PM’s, new equipment start ups.
- Escalate customer issues as appropriate and are point of contact through resolution Considering and communicating Replace vs Repair opportunities.
- Identify and resolve service issues with internal customers.
- Analyzing and reporting customer trends. IE: Forecasting, analytics, business review, and planning.
- Work with cross functional teams to improve processes and productivity.
- Point person for special projects related to service programs and pricing.

**Requirements**:

- 5 years experience in Customer Service and Administration roles.
- Bachelor’s degree OR College Diploma in Business Administration, OR related field equivalent experience.
- Experience in the foodservice or service-related industry is highly preferred.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Strong technical/mechanical/building systems experience, and industry knowledge is highly preferred.
- Proven problem solving and decision-making skills.
- Proven capability in conflict resolution, leading to a win-win solution.
- Financial acumen, with primary emphasis on profit drivers.

**We Offer**:

- Competitive Pay
- Competitive Group Insurance Benefit Plans
- Company Pension Plan/ with Company Match

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Extended health care
- RRSP match

Schedule:

- Monday to Friday

**Experience**:

- Customer Service/ Office Admin: 1 year (preferred)
- Account management: 1 year (preferred)
- Service: 1 year (preferred)

Work Location: Hybrid remote in North York, ON

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