Field Service Technician

Service Technician

The Service Technician provides technical service for our Surface Treatment and Induction Sealing product lines to include extensive customer interaction. The Service Technician will possess electronic training and technical skills. The service technician will gain detailed working knowledge of our products. In addition to supporting customers in the field, you will also provide support through phone, email, and virtual meetings. The service technician will also be trained in quality checks and the testing process of new products.

Essential Duties and Responsibilities

• Professional interaction with customers in person and over the phone guiding them through machine start-ups and machine repairs.
• Tracking service cases in CRM to ensure timely follow ups and accurate record keeping.
• Travel to customers' plants to repair and/or install our products. (Approximately 30%)
• Competent customer service skills, with the ability to analyze the root cause and find solutions to issues.
• Train customer maintenance personnel. Schedule service calls, calls to include start-up, warranty, and other equipment repair and maintenance.
• Review and resolve customer issues with Engineering, Sales and plant personnel.
• Troubleshoot and accurately evaluate problems both mechanical and electrical to determine services and/or repairs; analyze inspection reports.
• Manages and prioritizes schedules and assignments for work activities based on customer needs and as needed engages appropriate resources to ensure top level customer service.
• Ensure timely collaboration with the team to report specific machine issues.
• Inspect, test, and measure completed work, using devices such as hand tools or gauges to verify conformance to standards or repair requirements for functionality and safety.
• Audit and present opportunities for additional company products and services to the customer.
• Compute estimates and actual costs of factors such as materials, labor, or outside contractors.
• Assist in the settlement of product warranty claims as required.
• Other duties as assigned.

Qualifications

• An associate degree in Electronics or similar degree.
• Three to four years of relevant experience are preferred but not required.

Competencies

• A strong working knowledge in the mechanical and electrical fields.
• Ability to effectively use and read measuring instruments, such as multi-meter, amp meter, micrometer, etc.
• Knowledge to read and interpret electrical schematics and mechanical drawings.
• Knowledge of PLC programming is a Plus.
• Excellent organizational, planning and written/verbal communication skills.
• Ability to work and communicate effectively in a team environment.
• Solid computer skills (MS Office applications and Windows-based programs).

Physical Demands

• Ability to stand for extended periods of time.
• The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

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.