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Product Support Engineer

Apply Job ID REF7165O Date posted 07/11/2022 Address 825 University Avenue, Norwood, MA Job Type Full-time Job Status Exempt

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller can survive several drops whether you are excited for your win or upset by a loss? How about eyewear being able to withstand impact forces? Visit Instron’s YouTube Channel  to see our customer’s applications. And, check out Facebook Watch at https://fb.watch/a8ILPde4GP/ for additional video.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.


The candidate will be responsible for providing a high level of technical support to our customers and field-based engineers in North America.  This position is primarily focused on providing software support, electronic, mechanical and application support of all Instron systems.  This assistance and support are provided primarily via telephone, but this position also offers a great deal of hands on technical and project-based work.  Additional responsibilities include:

  • Provides technical assistance for all Instron software products to customers and field service engineers by phone and email
  • Assists in the training of field service engineers in the operation and maintenance of basic electromechanical and servo-hydraulic equipment.
  • Represent the service organization in new product development as a part of the customer back innovation process. Solicit feedback from all necessary service personnel while maintaining a view of the global service team.
  • Assists in the corrective and preventive maintenance on electronic equipment with minimum supervision.  Works from complex schematics, diagrams and technical manuals.
  • Responsible for updating, maintaining, and using the technical information found on various databases.
  • Responsible for providing information in the form of field service bulletins or notifications to field engineers that will assist in them performing more efficient and reliable service.
  • Required to maintain all customer call information in the service database in appropriate detail, manage open queue call to a reasonable level and account for hours associated with daily activities
  • Tasked with detailing the correct problem report of escalated issues, helping identify root cause, recommending corrective actives, and preventative measures

Qualifications:

  • Successful applicants will have a A.S or B.S. in a technical degreed program, equivalent military education or work experience
  • Ability to understand complex electronic theory and/or electromechanical designs, a thorough understanding of PC’s, and the ability to learn a wide variety of software applications, including LIMS database systems is also required. 
  • Self-motivated, possess exceptional organizational and time management skills, and, due to the high level of customer interaction, possess strong interpersonal skills.
  •  Must work well with a highly collaborative team.
  • Extremely resourceful for the purpose of acquiring information for problem solving.
  • Comfortable to make decisions while based on data and fact.
  • Occasional travel may be required.

Take this opportunity to join a successful team where you can make an immediate impact.  Enjoy excellent on and off the job training, a competitive salary, and a generous benefits package that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program.

Instron is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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.