Illinois Tool Works

Product Services Engineer

Illinois Tool Works • $85K — $105K *
Norwood, NC 28128In-Person
Technical Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Two or four-year technical degree in relevant field or equivalent military/trade school training.
  • 2-3 years of experience in a technical role, preferably with customer relations.
  • 1 year of hands-on experience in customer relations.
  • 5+ years in a field service, repair, or troubleshooting role considered favorably.
  • Knowledge of electro-mechanical, servo-hydraulic, or automation systems.

Responsibilities

  • Provide remote technical assistance to customers and field service engineers for Instron products.
  • Train field service engineers on the operation and maintenance of equipment.
  • Maintain and update technical information in shared service management systems.
  • Manage customer support call information and ensure proper tracking of service requests.
  • Collaborate with cross-functional teams to address technical and quality issues.

Benefits

  • Normal plant environment with minor exposure to grease and noise.
  • Opportunity for occasional travel (about 10%).
  • Remote work options may be available.
Full Job Description
Job Description:

The Product Services Engineer's main responsibility is to provide technical support/assistance and support of training on Instron products to our internal and external customers; i.e. customers, internal personnel and field service personnel. In addition, this person will interface with design teams and engineering to discuss current and in development product designs and problem resolution. This person will be responsible for representing global service in these cross functional roles ensuring supportability is included as an objective.

Principle Duties and Responsibilities:
  • Provides remote technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products. This includes domestic and international with focus on corrective actions and preventative measures.
  • Assists in the training of field service engineers in operation and maintenance of Instron products and equipment.
  • Responsible for updating, maintaining, and using the technical information found in globally shared locations, Service Management System (SMS) and Service WEB page.
  • Required to maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the SMS.
  • Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality based activities to maintain the high standard which is Instron service and product.


Knowledge, Skills and Abilities Required:
  • Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
  • Ability to multi-task. This will involve tracking multiple support issues, tasks and projects.
  • Self-motivated and can work independently with a minimum of supervision.
  • Present a good attitude and team ethic.
  • Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
  • Understand the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
  • Natural abilities to promote collaborative working environments.
  • Actively understands and embraces customer satisfaction tenets.


Working Conditions:
  • Normal plant environment with some exposure to grease, dirt, noise, and operational equipment.
  • Occasional national/international travel will be required. (~10%)
  • Remote opportunities may be considered.


Educational Requirements:
  • Two or four-year technical degree from an accredited university and knowledge of electro-mechanical, servo-hydraulic, and/or automation systems. Equivalent military or trade school training may be accepted in lieu of a degree.
  • At least 2 to 3 years' experience in a technical area.
  • Customer relations experience (at least 1 yr)
  • Candidates with 5+ years in a field service, repair, or troubleshooting role will also be considered.


Reporting Relationships

Reports to the Technical Support Manager or their designee.

Compensation Information:

This position has a starting salary range of $85,000 - $105,000 per year. Pay is determined by several factors, including a candidate's experience, relevant skills, and qualifications

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
Manufacturing & Automotive
Net Income
$2.1 billion
Founded
1912
5 Year Trend
+1.2%
Revenue
$12.5 billion
NASDAQ
ITW
* Ladders Estimates

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