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Field Service Technician

Apply Job ID REF3472O Date posted 04/14/2022 Address 475 North Gary Avenue, Carol Stream, IL Job Type Full-time Job Status Non-Exempt

Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 500 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.  ITW’s revenues total $14.8 billion in 2018.

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. 

The Field Service Technician, provides 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 customers and participate in the Customer Partnership Plan.

Candidate should be based out of Chicagoland area

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.

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, 75%-90% travel

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, electrical skills, pneumatic, PLC and servo-control 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


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. Work closely with QA leaders on identifying causes of complaints; work on resolution with production by importing knowledge of process to the field.

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.

Gather competitive data, analyze opportunities and communicate potential threats.

Keep customers happy by responding quickly, make customers feel confidant regardless of scope of issue.

Work directly with OEM technical staff and maintain relationship with all field reps

Conduct maintenance calls on assigned customers.

Assist in testing of equipment being built

Assist with customer “Factory Acceptance Tests “both in plant and at customer locations

Install, repair and troubleshoot our own equipment both in Customer Plants, OEM’s and inhouse.

Contribute, Create and Document new ideas to expand IP as it pertains to our industry


Work Environment:

While performing the duties of this position, the employee will be exposed to climate variances and moving mechanical equipment typically found in a distribution environment. The noise level in the work environment is high in the packaging area. Certain personal protective equipment is required when in the distribution and packaging area. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions


Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must lift and/or move up to 50 pounds. While performing the duties of this job, the employee is regularly required to bend, kneel, lift, stand, and walking on hard surfaces such as concrete. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 



All your information will be kept confidential according to EEO guidelines.


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At ITW, we value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Equal Opportunities

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. Read more information here.

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