Service Technician

ITW • Appleton, WI

45d

About The Position

Basic Description: Responsible for providing excellent technical and application support for Welding Accessories and Cutting Division products (Welding Helmets, Fume Extraction & Respiratory, Training Solutions, Gas Equipment & Regulators and Welding Systems Parts & Consumables). Responsibilities include diagnostic troubleshooting and administering the warranties.

Requirements

• Associate Degree in Electronics, Electro-Mechanical Technology or related field
• At least one year of customer service and troubleshooting experience
• Basic knowledge of welding processes, electrical and mechanical components of a welder preferred
• Experience in utilizing Microsoft Office suites and other online programs
• Experience in troubleshooting and diagnostic skills for Level 1 computer hardware and software issues and installing applications within Microsoft Windows operating system
• Good communication and listening skills
• Team player who possess the ability to make independent decisions and follow through to completion

Nice To Haves

• Basic knowledge of welding processes, electrical and mechanical components of a welder preferred

Responsibilities

• Handle calls, emails and online chats relating to service, repair and product applications including parts look up.
• Work with customers to troubleshoot (electrically and mechanically), diagnose, repair and maintain products including hardware and software update.
• Create, follow up and close service files in the Service Warranty system to effectively administer warranty claim.
• Repair and test returned equipment from the field and collaboratively work with Engineering and Product Management to resolve the issue, identify trends and improve warranty.
• Participate on product development and product support initiatives by working with the supplier’s technical team.
• Occasional travel to customer locations for technical support of the product

What This Job Offers

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