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…