The posting
Job Description:
At ITW Food Equipment Group, people and food are our passion. We believe great food brings people together, and the relationships we share feed our inspiration to be the best we can be for one another.
It is our mission to provide food equipment that foodservice and food retail professionals can trust to work hard and deliver quality, consistent results day in and day out, empowering them to focus on what they love most—creating great food for great people.
As one of the premium brands under the ITW Food Equipment Group umbrella, at Vulcan, we are dedicated to exceptional commercial cooking equipment. It’s all we do. Chefs and operators around the world recognize Vulcan as the best-in-class supplier for premier, energy-efficient foodservice equipment.
If you’re passionate about building relationships, driving growth, and representing trusted brands that help customers succeed every day — we want to meet you.
The Account Manager is responsible for overseeing private label program development with US dealers and international product lines. It serves as the primary relationship and technical support lead for key customers and service partners.
This position is responsible for coordinating warranty support, technical assistance, replacement parts, freight damage resolution, field service support, and issue escalation. The Account Manager acts as the primary liaison between customers, service partners, and Vesta to ensure timely resolution of issues, consistent communication, and a high level of customer satisfaction.
The role also serves as the technical leader for assigned products, helping customers and field service organizations understand product functionality, installation, maintenance, troubleshooting, and warranty requirements. In addition, the Account Manager identifies recurring product, service, and freight-related issues and works with manufacturing and other internal teams to drive continuous improvement.
What You’ll Do
- Support dealer customer service teams with product-related questions concerning equipment purchased through Vesta.
- Serve as the primary point of contact for Parts Town regarding technical support, warranty issues, replacement parts, and service needs for private-label products.
- Act as a liaison to facilitate timely resolution of warranty, service, freight, technical, and product-related issues.
- Build strong working relationships with customer service, parts, field service, and operational teams at assigned accounts.
- Collaborate with appropriate stakeholders to oversee key account growth in global markets.
- Manage escalated customer service, warranty, and technical support issues, coordinating resources as necessary to reach resolution.
- Coordinate with Vesta on warranty claims, service issues, technical questions, and product support concerns.
- Evaluate warranty and service situations and help determine the appropriate resolution based on warranty guidelines, product condition, service requirements, and customer circumstances.
- Review and evaluate freight damage claims.
- Monitor freight damage trends and identify recurring packaging, handling, or product vulnerabilities.
- Serve as the technical leader and subject matter resource for assigned products, including product functionality, installation, operation, troubleshooting, and maintenance.
- Ensure service teams have product information, documentation, troubleshooting guidance, and technical knowledge necessary to resolve issues effectively.
- Assist in diagnosing complex or recurring equipment issues and coordinate escalation to Vesta technical or manufacturing personnel when additional expertise is required.
- Monitor warranty claims, service calls, replacement requests, and freight damage issues to identify recurring trends.
- Escalate recurring product performance, component failure, packaging, and freight damage concerns to appropriate Vesta manufacturing personnel.
- Provide customer and field-service feedback to Vesta to help identify opportunities for product and process improvements.
What you Bring
- Strong customer relationship and account management skills with the ability to coordinate effectively among customers, service organizations, and internal teams.
- Demonstrated mechanical and/or technical aptitude with the ability to understand commercial equipment operation, installation, maintenance, and troubleshooting.
- Experience supporting warranty, technical service, replacement parts, or customer service functions.
- Strong problem-solving skills with the ability to assess technical and customer issues and recommend practical solutions.
- Strong written and verbal communication skills, particularly when explaining technical information to both technical and non-technical audiences.
- Ability to manage multiple open customer issues and escalations while maintaining appropriate follow-up and documentation.
- Strong judgment and decision-making skills, particularly when evaluating warranty, replacement, freight damage, and customer accommodation requests.
- Comfortable working across organizational boundaries and coordinating with customers, distributors, service providers, and manufacturing teams.
- Prior experience with commercial foodservice equipment, restaurant equipment, appliances, HVAC/R, electrical/mechanical equipment, or a related industry is preferred.
- Experience working with distributors, dealers, authorized service organizations, or third-party field service providers.
- Experience supporting private-label or OEM products.
- Travel 20%
Where you will Work
While performing the duties of this Job, the employee:
- Must be able to stand or walk for a duration of 2 hours.
- Must be able to bend, stoop, lift, reach and twist to complete all job tasks.
- Operate common office equipment, i.e. PC, phone, copier, printer, fax.
- Must be able to wear all required PPE (i.e., safety glasses, gloves, steel/composite toe safety shoes) when required.
- Combination - industrial plant floor, R&D-Lab, customer sites
- Travel up to 20%
- Able to attend meetings with international partners during non-traditional office hours (approximately 1-2 hours a week).
Why You’ll Love Working Here
- Be part of a respected global company with a reputation for quality and innovation.
- Enjoy a collaborative, people-first culture that values growth and creativity.
- Make a tangible impact with industry-leading brands trusted by professionals worldwide.
- Competitive compensation and benefits package.
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.
Compensation Information:
The compensation package for the role offers a competitive base salary ranging from &70,000-$80,000.
ITW considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, geographic location, key skills, as well as market and business considerations.
In addition to a competitive salary, ITW employees in the U.S. are eligible for a comprehensive benefits package. This package includes medical, dental, vision, disability and life insurance programs. We also provide a 401k plan with both a company match and additional employer contribution, Flexible Spending Accounts, Health Savings Accounts, Employee Assistance Program, Commuter benefits, Adoption Assistance, and Educational Assistance; Parental Leave, vacation, sick time and Paid Holidays.
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.
