Product Services Engineer

ITW • Norwood, MA

3d • $85,000 - $105,000 • Hybrid

About The Position

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems. 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 Product Services Engineer's main responsibility is to provide technical support/assistance and support of training on Instron products to our internal and external customers; i.e. customers, internal personnel and field service personnel. In addition, this person will interface with design teams and engineering to discuss current and in development product designs and problem resolution. This person will be responsible for representing global service in these cross functional roles ensuring supportability is included as an objective.

Requirements

• Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
• Ability to multi-task. This will involve tracking multiple support issues, tasks and projects.
• Self-motivated and can work independently with a minimum of supervision.
• Present a good attitude and team ethic.
• Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
• Understand the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
• Natural abilities to promote collaborative working environments.
• Actively understands and embraces customer satisfaction tenets.
• Two or four-year technical degree from an accredited university and knowledge of electro-mechanical, servo-hydraulic, and/or automation systems. Equivalent military or trade school training may be accepted in lieu of a degree.
• At least 2 to 3 years’ experience in a technical area.
• Customer relations experience (at least 1 yr)

Nice To Haves

• Candidates with 5+ years in a field service, repair, or troubleshooting role will also be considered.

Responsibilities

• Provides remote technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products. This includes domestic and international with focus on corrective actions and preventative measures.
• Assists in the training of field service engineers in operation and maintenance of Instron products and equipment.
• Responsible for updating, maintaining, and using the technical information found in globally shared locations, Service Management System (SMS) and Service WEB page.
• Required to maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the SMS.
• Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality based activities to maintain the high standard which is Instron service and product.

Benefits

• 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.
• At ITW, we think and act like entrepreneurs. We embrace autonomy, make decisions and take ownership to create innovative solutions for our customers all over the world.
• ITW is a Fortune 200 global multi-industrial manufacturing leader. Our seven industry-leading business segments offer career development and learning opportunities in more than 50 countries across the globe.
• We’re committed to investing in our people and supporting their growth through unique and relevant development opportunities at each stage throughout the employee life cycle.
• Our decentralized, entrepreneurial culture empowers you to think and act like a business owner.
• We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that make us better together.
• The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree