Field Service Technician

Company Description

Company Overview: 
Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries.  Ranked among Fortune Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions.  These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets.  

This position is within ITW’s Zip-Pak division.  Zip-Pak is the global leader in resealable solutions for the flexible packaging industry.  Our expertise in zipper, application technology, and packaging systems makes Zip-Pak the primary choice of brand owners, OEM’s, and converters for innovative resealable solutions.  Zip-Pak’s lean, modern, and continuous manufacturing environments produce zippers using high-volume plastic extrusion.  Manufacturing sites are in the United States, Europe, and South America.  

Job Description

Provide consultation, technical assistance and troubleshooting to both external customers and internal the plants for start-ups (all products) and quality complaints. Work with OEM and Zip-Pak to satisfy customer needs and optimize the way Zip-Pak zipper operates on the equipment. Develop professional relationship with both OEM and Zip-Pak customers for the purpose of gathering market information. Conduct maintenance calls on assigned Quad One customers and participate in the Customer Partnership Plan.

• Assist customers, OEM and Zip-Pak Plants in start-ups of existing zipper. The Goal being to optimize the efficiency of Zip-Pak zipper on our own and OEM equipment.
• Evaluate zipper and OEM equipment to determine functionality and determine customer fitness for use. Diagnose packages for problems and find solutions. Solve quality complaints either over the phone or in person.
• Assist Sales in fulfillment process by gaining, nurturing, and maintaining relationships with customers and OEM. Relay competitive information to Sales team, Plants and the EIC.
• Assist Engineers in new product start-ups.
• Identify issues with materials; work with customer’s production/engineering on problem resolution. Work closely with QA leaders on identifying causes of complaints; work on resolution with production by importing knowledge of process to the field.
• Have knowledge of transportation system, ability to make travel plans independently, react to changes in schedule, and keep accurate records of expenses and submit in a timely manner into the company system. Know how to travel efficiently and cost effectively.
• Work directly with OEM technical staff and maintain relationship with all field reps
• Conduct maintenance calls on Quad One customers.
• Assist with customer “Factory Acceptance Tests “both in plant and at customer locations
• Testing of new zipper and materials compatibility.
• Contribute, Create and Document new ideas to expand IP as it pertains to our industry

Qualifications

Qualifications and Requirements:

• Customer oriented with web processing or packaging equipment background
• Good mechanical, electrical and engineering skills with packaging equipment focus.
• Good written and oral communications skills, ability to work with all types of people. The ability to bring a project to close with success.
• Good system integration troubleshooting skills.
• Ability to manage multiple projects at the same time.
• Significant travel commitment visiting customers

• Timely and concise activity reports
• Self-starter with a home office that has the initiative and ability to work with minimal direction under stressful customer intensive startup conditions.
• Generally high computer skills.  Comfortable using MS Office package.
• Enjoys people, problem solving and working with a group of dedicated colleagues. Must enjoy sharing technical information with manufacturing.
• Excellent mechanical and electrical skills
• Ability to read and understand mechanical, electrical and pneumatic drawings and PLC programs
• Ability to approach every situation in a positive manner to solve and eliminate issues, not just as a reporting mechanism
• Ability to think “outside of the box” for solutions

Additional Information

   High School Diploma or GED required
•    Associates or bachelor’s degree in business, operations, engineering, or related degree a plus

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.