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Product Support Specialist

Apply Job ID REF6488T Date posted 05/12/2022 Address 35 Parkwood Drive, Hopkinton, MA Job Type Full-time Job Status Exempt

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 43,000 dedicated colleagues around the world thrive in our decentralized, entrepreneurial culture. In 2022, the company achieved revenues of $14.5 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 OEM’s 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 (PCB’s) and other industrial applications. In 2021 the Division had revenues above $200M and is positioned for above market rates of growth.


The scope of this role is aligned to post-sales support of the MPM and Camalot products from the ITW EAE portfolio.  Provide communications flow between Engineering, Manufacturing, Sales and TSC/Field.  Participate in new product development teams to represent service organization and their needs.

Responsibilities:

·  Provide 2nd level technical support to our customers for MPM and Camalot products

·   For Customer Back Innovation projects (new product development):

  • Determine critical spares inventory for new product and spare part kits
  • Train tech support, field service and distributors on installation and trouble shooting
  • Determine customer field acceptance criteria on new products
  • Determine field service tools needed for new product implementation

·  Provide issue and design feedback from the field to engineering

· Review user manual content and provide feedback to engineering

·  Escalate customer field issues to engineering and/or quality on a timely basis for corrective and preventative actions via QAD technical support process

·  Generate content for service bulletin and notify internal and external stakeholders

·  Provide post-sale support as identified by Product & Technical Support Manager

·  Assist with training and training preparations as needed

·  AA/AS Degree (BA/BS Desired) with 2 years’ experience, or 4 years’ experience if Technical Training was military.

· Excellent fault isolation ability.

· Strong mechanical, electrical and computer competency.

· Strong customer sensitivity and relationship skills.

· Understanding of customer retention concepts.

· Excellent ability to communicate verbally and in writing.

· Understanding of Project Management.

· Ability to multi-task and manage multiple priorities at once.

· Effective plan design and implementation.

·  Ability to supervise groups of people.

 

Other Pertinent Qualifications:

·  At least 2 years of Field Service experience and/or 1 year Field Service and 1 year service as a Technical Support Specialist-I, or up two years’ experience in the Engineering/Manufacturing environment.

· Valid Passport and 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.

 

· 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.

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.  

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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.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access this online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.