Manufacturing Technical Support Specialist

ITW•Camdenton, MO

3d•$72,500 - $85,000

About The Position

The Manufacturing Technical Support Specialist is the first point of contact for external customers and distributors seeking technical assistance with equipment issues and spare parts needs. Support is provided by phone, email, or on-site visits. The role helps customers maintain equipment productivity and build their technical knowledge, with high visibility within the organization and a direct impact on customer satisfaction and loyalty. The position provides technical support and troubleshooting assistance, helps identify parts, escalates complex issues, and coordinates on-site service. It also reviews spare-parts inventory needs and documents out-of-box quality issues for factory review.

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 and working knowledge of electrical systems and computer hardware/software.
Excellent customer service skills and ability to build and maintain positive customer relationships.
Understanding of customer satisfaction and retention principles.
Effective conflict resolution, problem-solving, and negotiation skills.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and 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 troubleshooting support to customers, Field Service Engineers, third-party service providers, and global technical customer support personnel, including fault isolation for equipment issues.
Escalate complex customer issues to appropriate teams for timely resolution.
Assist customers with general technical product information and parts identification requests.
Provide Engineering with feedback on components with high failure rates.
Review and recommend critical spare-parts inventory for global hubs to reduce customer machine downtime.
Log Out of Box Quality (OOBQ) issues reported by Field Service, third-party service partners, or customers for factory quality review.
Work with the Field Service Manager to promptly coordinate and schedule on-site service.
Perform other functions within the scope of the job as requested or deemed necessary by the organization manager.