**Job Description:** Illinois Tool Works (ITW) is a Fortune 200 diversified manufacturing company with seven decentralized business segments, which include the Food Equipment Group. The Warewash and Waste Division of ITW’s Food Equipment Group, is seeking a Senior Manager specializing in product quality and customer relations. This position will work from the ITW Hobart Technology Center, located about 20 minutes north of Dayton in Troy, OH. The Warewash Division produces Hobart and Centerline brand commercial dishwashers for use in hotels, casinos, restaurants, health care, cruise ships, K-12 schools, universities, and retailers. **Summary:** The Warewash Division is expanding its presence in existing served markets, as well as new markets, which requires a Senior Manager to lead projects to continuously improve product quality and provide direct support to our customers. The successful candidate will lead and coordinate activities to meet customer needs through excellent support to maintain product uptime. Reporting to the Director of Engineering and Quality, the successful candidate will be responsible for leading a team of engineers working in office and in a lab environment at the ITW Hobart Technology Center, as well as managing customer-facing field activities related to product support. **What you will do:** + Lead team of engineers focused on product support, quality and customer satisfaction + Manage projects related to quality improvements for existing product lines + Interact directly with customers and build relationships through issue resolution + Determine priorities and strategies to meet the needs of existing customers + Provide guidance to quality engineering team and develop team member capabilities + Apply problem solving methodologies to determine root cause of quality issues + Become a technical expert of Warewash products and features + Work closely with Sales staff to resolve customer concerns + Work with the Service Division to resolve claims and provide service parts to customers + Work with plant operations and strategic sourcing teams on continuous improvement projects + Gather feedback for marketing and design engineering teams for future products + Track and report product quality and customer claim data, and present related project results + Work with the Technical Publications and Service Training teams to refine documentation + Develop and implement maintenance training programs for key accounts and strategic partnerships + Develop and implement a technical support team for the Warewash Division **What we are looking for:** + Excellent communication and decision-making skills + Enthusiasm for interacting directly with customers or end-users + Ability to focus on both small details and bigger picture projects + Expert knowledge of engineering quality practices with proven results in the field + Project management experience + Passion for solving problems with expertise in problem solving methodologies + Technical understanding of commercial dishwashing equipment + Relationship-building and influencing skills + Ability to manage multiple concurrent projects and determine business priorities + Commitment to develop, mentor and coach team members, and drive accountability for results + Availability to travel as needed for work (approximately 20% of the time) **Education and experience:** + Bachelor’s Degree in Engineering, Quality Systems, Project Management, or related field + 5+ years of engineering or quality management experience + Experience influencing business results across multi-site operations + Customer Service experience + MS Office application proficiency + Experience reading drawings and technical documents + Effective presentation and communication skills + Successful track record in managing complex projects and budgets + Ability to apply the ITW Toolbox + Food equipment industry experience, preferred + Design engineering experience, preferred + CAD proficiency, preferred We are an equal opportunity employer, where we value the strengths of all team members. We offer competitive compensation and benefits and an exciting work environment. **_ITW is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status._**