Service Technician

Company Description

Pillar Technologies, a business unit of Illinois Tool Works (ITW), is a leader in the design and manufacturing of surface treatment equipment and induction sealers.  Located in Hartland, WI, in the lake country area of greater Milwaukee, Pillar is well positioned for growth. Pillar boasts a small company feel with the backing, benefits, and stability of a large organization. We recognize the importance of customer service, technological innovation, and the key role our employees play in the company’s success.

Founded in 1912, Illinois Tool Works Inc. (ITW) is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables and related service businesses. Through a unique business model focused on decentralization and an entrepreneurial culture, business units are encouraged to innovate and execute ITW’s front to back process. ITW businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. The company has operations in 56 countries that employ more than 50,000 women and men who adhere to the highest ethical standards.

Job Description

This opportunity is a great career opportunity for a hands-on self-motivated individual providing technical service of 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 them support through phone, email, and virtual meetings. The Service Technician will also be trained in quality checks and the testing process of new products. Whether you are a recent graduate or seasoned professional, Pillar would like to speak to you.

Relationships

The Service Technician reports to the Site Manager and has no subordinates. This position also includes regular on-sight (field) and verbal (phone, virtual meeting) contact with customer

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 customer plants to repair and/or install our products.  (Approximately 30% domestic and infrequent international overnight travel.)
• 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 
• Manage schedules and assignments for work activities, based on customer needs, work priority and available resources. 
• Work closely with Pillar Technologies personnel 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. 
• Additional duties as required

Position Perks and Benefits

• Per company policy the Service Technician is eligible for overtime wages which may include travel time.
• Usage of personal car for work purposes is reimbursed on a mileage basis using IRS rates.
• TSA precheck enrollment covered by the company.
• All points and benefits related to travel are retained by the employee.
• Pending credit approval, employee may utilize a corporate travel credit card for expenses.
• Per company policy, personal protective equipment (PPE) and necessary tools will be provided by the company or reimbursed.

Qualifications

Education or Experience

A two-year electronics or similar degree. Three to four years of product knowledge or equivalent experience is ideal to become proficient in this job.

Qualification Requirements

• A strong working knowledge in the mechanical and electrical field
• Strong written and verbal communication skills
• Ability to effectively use and read measuring instruments, such as multi-meter, amp meter, micrometers, etc.
• Team player that can establish effective rapport with all levels of employees and customers
• Ability to take initiative and organize your own work independently 
• Competent customer service skills, with the ability to analyze the root cause and find solutions to issues.
• Solid computer skills (MS Office applications and Windows-based programs)
• Knowledge of PLC programming is a Plus.

Language Skills

English required. Additional language skills a plus

Physical Demands

The physical demands described here are representative of those that must be met by and employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms.  The employee is required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl; talk or hear.  The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close, color, peripheral, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and electrical hazards.  The employee is occasionally exposed to fumes, airborne particles, toxic or caustic chemicals.  Safety, including proper PPE is priority.  The noise level in the work environment is usually moderate.

Additional Information

Our employees enjoy competitive, merit-based salary plus excellent benefits including:

• Health and dental insurance
• Company Paid Life Insurance / Short and Long Term Disability
• 401K plan with generous company match
• Vacation, personal days and holidays
• Continuing education reimbursement program
• Flexible spending accounts

ITW Company Overview

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to innovate remain strong. It’s the highly talented people at ITW businesses all over the world who drive our success through new products and customer driven solutions. Together, we are ITW—a Fortune 200 company that has prospered for 100 years, and changed the way people live and work, all over the world.

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.

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.