Application Engineer

ITW•Troy, AL

26d•Onsite

About The Position

Illinois Tool Works (ITW) is a Fortune 200 company producing diversified products for global markets. The Warewash Division, part of ITW’s Food Equipment Group, makes Hobart, Stero, and Somat commercial dishwashers, waste equipment, and disposers for customers in environments including hotels, retail, restaurants, cruise ships, schools, and universities. This individual-contributor role is based at the ITW Hobart Technology Center in Troy, Ohio, and partners with Design Engineering and Quality teams. Reporting to the Senior Manager of Quality and Customer Support, the Application Engineer provides direct customer support for escalated field product-quality concerns, helps maintain product uptime, and trains customers and service technicians. The role also supports field service technicians, lab and field testing, and quality-issue resolution. Travel is approximately 50% as needed, and the position requires flexibility for after-hours support.

Requirements

Associate’s degree in Engineering or a related technical field and at least 5 years of relevant hands-on experience; alternatively, an equivalent combination of relevant education, technical training, and certifications, plus 5–7 years of relevant hands-on experience demonstrating the required knowledge and skills.
Customer service experience.
Enthusiasm for interacting directly with customers or end users.
Knowledge of engineering quality and testing practices.
Technical understanding of commercial dishwashing equipment.
Ability to troubleshoot and repair warewashing equipment in the field.
Experience with electrical and mechanical trades.
Experience collecting data through DAQ systems.
Availability to travel as needed, approximately 50% of the time.
Flexibility to provide after-hours support.
Energy, drive, and a positive, results-oriented mindset when addressing challenges.
Commitment to continuous improvement through root-cause analysis and problem-solving skills.

Nice To Haves

Proficiency with Microsoft Office applications.
Experience reading drawings and technical documents.
Food equipment industry experience.
Warewash or similar product maintenance and repair experience.

Responsibilities

Interact directly with customers and build relationships by resolving issues.
Support service technicians in successfully repairing products in the field.
Use problem-solving methodologies to determine the root cause of quality issues.
Develop technical expertise in Warewash products and features.
Administer maintenance training programs for key accounts and strategic partnerships.
Support laboratory life testing and part returns, and prepare reports.
Support laboratory machine testing and prepare reports.
Work with Technical Publications and Service Training teams to refine documentation.
Support the Quality Management Systems.
Travel as needed for work, approximately 50% of the time, and provide after-hours support as needed.