North American Regional Operations Manager

Company Description

Orbitalum North America (GmbH), an Illinois Tool Works Company, is a recognized world leader in the manufacture and distribution of high purity cutting, facing, and specialized orbital welding equipment, belonging to the welding segment of our parent company, Illinois Tool Works. www.orbitalum.us

ITW (NYSE: ITW) is a Fortune 200 global multi-industrial manufacturing leader with revenues totaling $14.5 billion in 2021. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s approximately 45,000 dedicated colleagues around the world thrive in the company’s decentralized and entrepreneurial culture. www.itw.com.

Job Description

We are seeking a highly skilled and experienced North American Regional Operations Manager to oversee and coordinate the inside sales, customer service, inventory management, tech support, repair, and rental operations within our organization. This position is based in the Chicagoland area. This role will be responsible for ensuring the smooth functioning of these critical areas across multiple locations within the region and working directly with our European team to find synergies and align processes and procedures. The ideal candidate will possess excellent leadership, organizational, and problem-solving skills, with a strong focus on optimizing operational efficiency and delivering exceptional customer experiences.

• Inside Sales:
  • Maintain and refine sales strategies to drive revenue growth and meet sales targets for regional account managers and inside sales teams.
  • Monitor sales metrics, analyze data, and provide actionable insights to improve performance.
  • Collaborate with marketing and product teams to develop effective sales campaigns and promotional activities.
• Customer Service:
  • Ensure exceptional customer service standards are maintained and customer satisfaction is achieved.
  • Maintain and refine service standards, protocols, and best practices to ensure quick turnaround times for customer equipment.
  • Address customer inquiries, complaints, and escalations promptly and effectively.
  • Train, mentor, and evaluate customer service representatives to deliver outstanding support.
• Inventory Management:
  • Utilize the MRD inventory management processes to optimize stock levels and minimize shortages or excesses.
  • Coordinate with suppliers and logistics teams to ensure timely and accurate delivery of products.
  • Oversee inventory tracking systems, conduct regular audits, and implement improvements as needed.
  • Analyze sales trends and customer demand to forecast inventory needs accurately.
• Tech & Repair Support:
  • Supervise the tech/repair support team, providing guidance and support in troubleshooting and resolving technical issues.
  • Maintain and refine standard operating procedures for efficient tech support operations.
  • Collaborate with product development and engineering teams to address recurring technical problems and improve product reliability.
  • Stay updated on industry trends and emerging technologies to enhance the quality of tech support services.
• Rental Support:
  • Manage rental operations, ensuring timely and efficient service delivery.
  • Maintain and refine rental procedures, including quality control measures.
  • Monitor rental turnaround times, implement process improvements, and ensure customer satisfaction.

Qualifications

• Bachelor's degree in business administration, operations management, or a related field (or equivalent work experience).
• 5+ years prior management experience, preferably in a similar industry or role.
• Strong leadership abilities with the ability to inspire and motivate teams.
• Excellent analytical, problem-solving, and decision-making skills.
• Solid understanding of inside sales strategies, customer service principles, and inventory management practices.
• Technical knowledge or experience in the relevant field (e.g., tech support, repairs) is a plus.
• Proficient in using inventory management systems, CRM software, and other relevant tools including the MS Office suite.
• Exceptional communication and interpersonal skills.
• Ability to work well under pressure and manage multiple priorities.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.