Product Support Specialist

Company Description
ITW Description:
Founded in 1912, ITW (NYSE: ITW) is a global industrial company centered on a differentiated and proprietary business model. The company's seven industry-leading segments leverage the ITW Business Model to generate solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW's more than 46,000 dedicated colleagues around the world thrive in our decentralized, entrepreneurial culture. In 2022, the company achieved revenues of $15.9 billion, with roughly half coming from outside North America. To learn more, please visit www.itw.com
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. In 2022 the Division had revenues above $225M and is positioned for above market rates of growth. For more information visit: www.itweae.com
Job Description
The scope of this role is aligned to technical post-sales support of the MPM and Camalot products from the ITW EAE portfolio. This is a high visibility role that is critical to the success of our company. You must be passionate about supporting customers. You will be considered one of the "experts" on our products. With your knowledge, customer issues that our Technical Support team cannot resolve would be escalated to you. After reviewing and researching the issues, you will escalate the issue to Engineering if it remains unresolved. Once escalated, you will be the liaison with Engineering and/or Manufacturing to drive resolution. You will be involved in new product development projects as the Support/Service representative where one of your key responsibilities will be to support the beta launch of the product. You will be responsible for communicating and documenting issues as well as making recommendations for product improvements.
Responsibilities:

• Develop a deep knowledge of all mechanical, electrical, and software functions of released MPM and Camalot equipment, including upgrades and retrofits
• Provide 2nd level technical support to our customers for MPM and Camalot products
• Escalate customer field issues to Engineering and/or Quality on a timely basis for corrective and preventative actions
• Support the factory with issues related to part development and quality issues.
• Represent the Service/Support organization in Customer Back Innovation projects (new product development). This may include:
  • Determining critical spares inventory for new product and spare part kits
  • Training tech support, field service and distributors on installation and trouble shooting
  • Supporting the beta launch on and/or offsite including the development of a beta test and support plan
  • Determining field service tools needed for new product implementation
• Based on your own knowledge, as well as interactions with customers and field team members, provide input to Engineering and Product Management on improvements for software and equipment
• Keep Field Engineers and other customer facing team members aware of significant product issues or changes through the creation and distribution of service bulletins
• Visit key customers in a post-sale support capacity (technical or otherwise)
• Assist with training and training preparations as needed
• Support product development and customer advocacy by providing feedback on customer facing documentation such as manuals, engineering data sheets, and retrofit/upgrade instructions
• Submit trip reports identifying customer opportunities, risks, and concerns
• Provide back up support to the Technical Support team (phone and email customer service)

Qualifications
Position Skills and Experience Requirements:

• AA/AS Degree (BA/BS Desired) with an electrical or mechanical emphasis
• 4-6+ years of relevant work experience (Technical Support, Engineering, Quality, Field Service)

• Strong mechanical, electrical and software aptitude and troubleshooting skills
• Strong customer sensitivity and relationship skills
• Excellent ability to communicate verbally and in writing, including with global team members whose first language may not be English
• Ability to work independently or with a team
• Proactive and display a high level of initiative
• Organized and experience managing projects
• Ability to multi-task and manage time efficiently and effectively
• Proficient with Microsoft Office Products to include Outlook, Word, Excel, and PowerPoint
• Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
• A leader with a focus on solving problems and continuous improvement

Preferred Qualifications:

• Experience with ITW EAE products or other products in Surface Mount Technology (SMT)
• Experience with MES or communication standards such as SECS/GEM, CFX and CAMX

Other Pertinent Qualifications:

• Passport, or demonstrated ability to qualify for one
• Valid U.S. driver's license
• The ability to travel domestically and internationally 25-30% of the time

Physical requirements and working conditions:

• This position requires that the candidate be able to lift 30-40 pounds and be able to bend into machinery (up to 15 degrees) without back restrictions.

Additional Information
ITW is an Equal/Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
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.