Manufacturing Technical Support Specialist

ITW•Hopkinton, MA

2d•$76,000 - $96,000•Onsite

About The Position

The Manufacturing Technical Support Specialist is the first point of contact (via phone, email or on-site visits) for external customers and distributors seeking technical assistance with equipment issues and spare parts needs. As a person assisting our customers in maintaining high levels of equipment productivity and knowledge, this role has high visibility within the organization and directly impacts customer satisfaction and loyalty.

Requirements

Associate degree (A.A./A.S.) required
Minimum of 2 years of relevant technical or field service experience
Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults
Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software
Excellent customer service skills with the ability to build and maintain positive customer relationships
Understanding of customer satisfaction and retention principles
Effective conflict resolution, problem-solving, and negotiation skills
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Strong verbal and written communication skills
Ability to manage multiple priorities and work independently with minimal supervision
Willingness and ability to travel domestically up to 10% of the time

Nice To Haves

Bachelor's degree (B.A./B.S.) preferred

Responsibilities

Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all MPM Stencil Printing Devices and/or CAMALOT products.
Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
Assist customers with general technical product information and parts identification requests.
Provide feedback to Engineering on high failure components.
Review and recommend critical spare parts inventory for global hubs to reduce customer machine down time.
Log Out of Box Quality (OOBQ) issues reported by Field Service, 3rd party service partners or customers for factory quality review.
Work with the Field Service Manager to promptly coordinate and schedule on-site service.
Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.