Technical Customer Support Specialist (industrial Ovens)

Technical Customer Support Specialist

Division Description: ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEMs in the Electronics and Industrial Markets. The Division designs, develops, manufactures, and markets capital equipment primarily used in the assembly process of Printed Circuit Boards (PCBs) and other industrial applications.

Position Summary: This position supports Despatch Thermal Processing Technology, specifically high-performance industrial ovens and other thermal products. The Technical Customer Support Specialist is the first point of contact (via phone, email, or on-site visits) for external customers and distributors seeking technical assistance with equipment issues and spare parts needs. As the key person assisting our customers in maintaining high levels of equipment productivity and knowledge, this role has high visibility within the organization and directly impacts customer satisfaction and loyalty. This role is not associated with IT (Information Technology) support.

Primary Responsibilities:

• Provide technical expertise and support to customers, Field Service Engineers, Third Party Service Provides and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all Despatch thermal oven products.
• Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
• Assist customers with general technical product information, parts identification, and training requests.
• Provide 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.
• Estimate and quote field service opportunities.
• Work with the Field Service Manager to promptly coordinate and schedule on-site service.
• Compose training materials, technical FAQ's, solutions, and canned responses to support customers.
• 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:

• AA/AS Degree (BA/BS Desired) in Electrical, Mechanical or Computer Engineering or with 2+ years' experience in a related technical support role.
• Certified training or 2+ years' experience in electro-mechanical assemblies and basic maintenance.
• Excellent electrical and mechanical troubleshooting ability.
• Strong mechanical, electrical, and controls competency.
• Strong customer sensitivity and relationship skills.
• Understanding of customer retention concepts.
• Ability to multi-task.
• Conflict resolution and negotiation skills.
• Excellent written and oral communication skills in English.
• Proficiency with the following tools highly desirable: Microsoft Office, Auto Cad, SolidWorks, DraftSight, or equivalents.
• The ability to travel domestically and internationally up to 10% of the time.

Physical Requirements and Working Conditions:

Working conditions involve seated computer work and occasional operation and work on company equipment/products. Requires 50% sitting, 20% standing, 10% bending, 10% walking and 10% light lifting up to 25 pounds.

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email jsoares@itweae.com to request assistance. No other requests will be acknowledged.

Compensation Information: The pay rate will depend on the successful candidate's qualifications and prior experience. The range for this position is :$70,000 - $88,000 (annually). Enjoy competitive compensation and generous benefits that includes Health, Dental, Vision, Life and LTD insurance, Paid Parental Leave, 401k (with match), a generous tuition reimbursement program and more.