Illinois Tool Works

Manufacturing Technical Support Specialist

Illinois Tool Works$76K — $96K *
Manufacturing & Automotive
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred
  • Minimum of 2 years of relevant technical or field service experience
  • Demonstrated ability to troubleshoot mechanical, electrical, and system-related faults
  • Strong mechanical aptitude with knowledge of electrical systems and computer hardware/software
  • Excellent customer service skills to build positive relationships
  • Effective conflict resolution and problem-solving skills

Responsibilities

  • Provide technical support to customers and technical personnel in troubleshooting equipment issues
  • Escalate complex issues to appropriate teams for resolution
  • Assist customers with technical product information and parts identification
  • Provide feedback to Engineering on high failure components
  • Review and recommend spare parts inventory for global hubs to reduce downtime
  • Log Out of Box Quality issues for quality review
  • Coordinate and schedule on-site service with the Field Service Manager

Benefits

  • Health, Dental, Vision, Life and Long-Term Disability insurance
  • Paid Parental Leave
  • 401k with match
  • Generous tuition reimbursement program
Full Job Description
Job Description:

The Manufacturing Technical 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 a 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.

Primary Responsibilities:
  • Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all MPM Stencil Printing Devices and/or CAMALOT products.
  • Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
  • Assist customers with general technical product information and parts identification 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.
  • Work with the Field Service Manager to promptly coordinate and schedule on-site service.
  • 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:
  • Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred
  • Minimum of 2 years of relevant technical or field service experience
  • Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults
  • Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software
  • Excellent customer service skills with the ability to build and maintain positive customer relationships
  • Understanding of customer satisfaction and retention principles
  • Effective conflict resolution, problem-solving, and negotiation skills
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
  • Strong verbal and written communication skills
  • Ability to manage multiple priorities and work independently with minimal supervision
  • Willingness and ability to travel domestically up to 10% of the time


Career Advancement Opportunities:

Employees in this role would be positioned to pursue future opportunities such as Technical Support Supervisor, Technical Support Manager or Field Service Engineer. Depending on experience and degree, the employee could also consider opportunities in engineering or sales.

Compensation Information:

The pay rate will depend on the successful candidate's qualifications and prior experience. The range for this position is :$76,000 - $96,000 . 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.

About Illinois Tool Works

ITW is an industrial manufacturing company that specializes in the fields of industrial machinery, engineering, operations, sales, marketing, finance, and accounting. It's in deep-sea oil rigs, aerospace technology, bridges and wind turbines, healthcare, the spaces in which they live and work, the cars they drive, and the mobile devices they rely on. It was founded in 1912 and headquartered in Glenview Nas, Illinois.

Illinois Tool Works Careers

Join the dynamic team at Illinois Tool Works (ITW), a global leader in diversified manufacturing, where innovation and excellence drive us forward. ITW offers unparalleled job opportunities, fostering a culture of growth and leadership in the industry.

Work You’ll Do

At Illinois Tool Works, you will be part of a professional community that thrives on creativity and innovation. Our employees are equipped with the skills needed to succeed and are provided with endless opportunities for professional growth. Engage in work that matters, with projects that transform industries and enhance futures.

Explore Career Paths

Whether you're seeking an internship, a graduate opportunity, or a seasoned professional position, ITW offers a range of career paths across various departments. Our team benefits from a supportive and diverse working environment where every member’s contribution is valued.

Innovate and Lead

Join a team where innovation leads to revolutionary solutions in industries worldwide. At ITW, you will work alongside industry experts to develop new ideas and strategies that keep us at the forefront of technological advancements. Your career at ITW will be marked by a continuous journey of growth and leadership.

Develop Your Skills

With ITW’s commitment to professional development and diversity training, you will enhance your skills through targeted training programs and workshops. These opportunities not only boost your career but also ensure you stay competitive in the job market.

Be Part of Our Culture

ITW is dedicated to building a culture that respects and embraces diversity, encourages innovation, and fosters leadership. Our team is our greatest asset, and we believe in providing them with the benefits and resources they need to succeed both professionally and personally.

Networking and Professional Growth

Expand your professional network through ITW’s global presence and collaborative work environment. Engage with professionals across different sectors, gaining insights that can lead to significant career advancements. Our networking events and professional groups help you connect with key industry leaders and peers.

Join Our Team

Search for open positions that match your skills and interests on the ITW Careers page. We are looking for passionate, curious, and solution-driven team players who are ready to take their career to the next level.

Stay Connected

Keep up to date with the latest industry trends, company news, and career tips by following our careers blog. Personalize your experience by subscribing to job alert emails, tailored to your preferences and career goals. Explore the opportunities at Illinois Tool Works today and discover how your expertise can help shape the future of our company and the industries we serve. Join us in our mission to achieve excellence through innovation and leadership.
Learn more about Illinois Tool Works
Size
45,000 employees
Market Cap
$68.1 billion
Industry
Net Income
$2.1 billion
Founded
1912
5 Year Trend
+1.2%
Revenue
$12.5 billion
NASDAQ

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