Manufacturing Technical Support Specialist

Primary Responsibilities

• Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all MPM Stencil Printing Devices and/or CAMALOT products.
• Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
• Aid customers with general technical product information and parts identification requests.
• Offer feedback to Engineering on high failure components.
• Review and recommend critical spare parts inventory for global hubs to reduce customer machine down time.
• Log Out of Box Quality (OOBQ) issues reported by Field Service, 3rd party service partners or customers for factory quality review.
• Work with the Field Service Manager to promptly coordinate and schedule on-site service.
• Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.

Position Skills And Experience Requirements

• Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred
• Minimum of 2 years of relevant technical or field service experience
• Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults
• Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software
• Excellent customer service skills with the ability to build and maintain positive customer relationships
• Understanding of customer satisfaction and retention principles
• Effective conflict resolution, problem-solving, and negotiation skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Strong verbal and written communication skills
• Able to manage multiple priorities and work independently with minimal supervision
• Willingness and ability to travel domestically up to 10% of the time

Career Advancement Opportunities

• Technical Support Supervisor
• Technical Support Manager
• Field Service Engineer

ITW is an equal opportunity/affirmative action employer

Compensation Information

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is: $76,000 - $96,000.

Benefits

• Health, Dental, Vision, Life and LTD insurance
• Paid Parental Leave
• 401k (with match)
• A generous tuition reimbursement program
• and more