Product Services Engineer

Principle Duties And Responsibilities

Provides remote technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products. This includes domestic and international with focus on corrective actions and preventative measures.

Affords assistance in the training of field service engineers in operation and maintenance of Instron products and equipment.

Responsible for updating, maintaining, and using the technical information found in globally shared locations, Service Management System (SMS) and Service WEB page.

Required

• Maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the SMS.
• Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality based activities to maintain the high standard which is Instron service and product.

Knowledge, Skills And Abilities Required

• Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
• Ability to multi-task. This will involve tracking multiple support issues, tasks and projects.
• Self-motivated and can work independently with a minimum of supervision.
• Present a good attitude and team ethic.
• Natural abilities to promote collaborative working environments.
• Actively understands and embraces customer satisfaction tenets.

Working Conditions

• Normal plant environment with some exposure to grease, dirt, noise, and operational equipment.
• Occasional national/international travel will be required. (~10%)
• Remote opportunities may be considered.

Education Requirements

• Two or four-year technical degree from an accredited university and knowledge of electro-mechanical, servo-hydraulic, and/or automation systems.
• Equivalent military or trade school training may be accepted in lieu of a degree.
• At least 2 to 3 years’ experience in a technical area.
• Candidates with 5+ years in a field service, repair, or troubleshooting role will also be considered.

Reporting Relationships

Reports to the Technical Support Manager or their designee.

Compensation Information

This position has a starting salary range of $85,000 - $105,000 per year. Pay is determined by several factors, including a candidate’s experience, relevant skills, and qualifications.

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.