Documentation/Service Technician - Commercial Solutions Division

Illinois Tool Works-posted 2 months ago
Appleton, WI
5,001-10,000 employees
Transportation Equipment Manufacturing
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Join us in shaping the future of the welding industry with your skills and creativity! Service Technicians on our Engineering team play a crucial role as knowledgeable professionals engaging with our customers, Service Partners, and engineers to troubleshoot, repair, maintain, and evolve our innovative welding and plasma cutting systems within the Commercial Solutions Division of Miller Electric. As the voice of our division, our Service Technicians must possess excellent communication, interpersonal, and technical skills as well as be adept in conflict resolution and enthusiastic about finding creative solutions to our customers' unique challenges so that we may provide positive and memorable customer experiences.

  • Handle inbound and outbound calls and emails to provide accurate & satisfactory guidance on electrical and mechanical troubleshooting, parts selection, and proper application of our products to our service partners, end users, and sales representatives.
  • Collaboration with the Technical Publications department, Engineering, Technical Service, and Marketing teams to sustain existing product lifecycles by reviewing and revising parts lists, service parts kits, service memos, field instructions, owner's manuals, and technical manuals.
  • Modification and creation of drawings, models, circuit diagrams, engineering specification sheets, Engineering Change Orders (ECOs), parts entries, and Bills of Material (BOMs).
  • Leverage data and insights gathered from customer calls to provide feedback to engineering team. Recommend and influence process improvements to reduce warranty claims and customer pain points.
  • Manage challenging situations involving dissatisfied customers, offering patient assistance and support to identify their needs, research solutions, address complaints, and provide resolution.
  • Maintain ownership of customer interactions throughout the lifecycle of their request, following up and escalating as necessary.
  • Create service files to effectively administer & document detailed warranty claims.
  • Build relationships with our Service Partners, providing updates and information about their accounts, repair labor payment, shipping, and warranties.
  • Currently possess or working toward an associate degree in Electronics, Electro-Mechanical Technology or related field.
  • Familiarity and comfort in the use of schematics, multimeter, hand tools, and power tools.
  • Basic computer skills and a solid understanding of AutoCAD (or other 2D modeling software).
  • Capable of lifting up to 50 lbs.
  • Position requires bending, sitting, squatting, and standing.
  • Travel up to 5% may be required.
  • At least one year of customer service experience.
  • At least one year of technical troubleshooting experience.
  • At least one year of welding experience.
  • Ability to speak fluent Spanish or French is a plus.
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