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Field Service Technician

Apply Now Submit a Referral Job ID REF10744F Date posted 02/23/2024 Address 5 Malcolm Hoyt Drive, Newburyport, MA Job Type Full-time Job Status Exempt

ITW ShineMark (formerly Foils & Thermal Films) is a global leader in metallized foils, holographics, laminations and thermal transfer ribbon technology. The business operates around the world, servicing customers in the Folding Carton, Prime Label, Lottery & TTR markets. ShineMark manufactures in the US (2 sites), Canada, the UK & Korea, employing ~300 people in total. 

ITW ShineMark is a important division of ITW (NYSE: ITW) is a Fortune 250 global multi-industrial manufacturing leader with revenues totaling $14.5 billion in 2021. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s approximately 45,000 dedicated colleagues around the world thrive in the company’s decentralized and entrepreneurial culture. www.itw.com


The Field Service Technician is accountable for providing technical support and problem solving to new and existing key customers to ensure product integrity and to assist in the development of sales to target accounts.  Product lines include decorative foil and laminations. Primary markets focus is the label, folding carton, trading card, and lottery industries. 

REMOTE POSITON: This position requires up to 75% travel; however, candidates can work from their home office, anywhere in the US, as long as they live close to a major airport. 

Do you enjoy working in the printing and/or packaging industry and want to come join a global leader in metallized foils, holographics, laminations and thermal transfer ribbon technology?

Do you have hands-on experience with printing and working with foils? 

Do you enjoy working onsite with customers and have autonomy in your work? 

IF THE ANSWERS TO THE QUESTIONS ABOVE ARE YES this is the position for you! 

Primary Responsibilities:

  • Provides technical support to key and strategic global accounts.
  • Leads product field tests at customer sites and provides accurate, detailed reports including verification of product acceptance in conjunction with sales team members.
  • Leads qualification of products at new customers to support incremental and existing sales growth.
  • Provides customers with hands-on training on-press related to processing ITW products on customers’ equipment.
  • Liaison between customer, sales, and manufacturing to ensure product integrity.
  • Provides training to ITW personnel to ensure a basic level of competence among the Global sales team.
  • Keeps management team informed and updated regarding significant changes or issues with customers/equipment in the field for future development.
  • Supports customer service/sales for product recommendations, evaluation of non-conforming material for product disposition, and conducts internal tests under specified conditions for field support.
  • Works with OEM’s to ensure that ITW’s product offering is fully understood and recognized as being suitable for their equipment.
  • Recommends modifications of existing quality and/or development to achieve optimum results within limits of the equipment capability and overall scope of R&D.
  • Provides feedback to technical/quality team to resolve problems relating to specifications and to review test plans such as types, conditions, and duration of tests as required by customer.
  • Initiates root-cause analysis and assists the quality supervisor and technical manager in writing corrective actions.
  • Diagnose field problems as they relate to specific equipment and provide written instruction for potential solutions for machine adjustments and or product modification/development.
  • Studies machinery, technical data, and substrates to recommend potential trends within the industry.

Qualifications:

  • At least 5 years of industry and prior technical/service experience in the printing and/or packaging industry. 
  • HS or GED required, Technical/Trade School and/or bachelor’s degree is a plus.
  • Proficiency with Microsoft Office suite, including using Pivot Tables within Excel & creating and editing PowerPoint.
  • Proficiency in using Computer Software in the printing presses.
  • Ability to travel up to 75% as needed – North America, and some international travel required. Travel to customers’ sites, at additional plant locations as needed and then employee works in home office when not traveling.
  • Valid Passport and valid driver’s license required.
  • Must be familiar with Production Safety Criteria and have strong working knowledge of OSHA (Occupational Health and Safety Act).  Satisfactory attendance and completion of OSHA 30 Training.
  • A high drive for growth and a great attitude in a collaborative team environment.

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.  

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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.