Technical Support Specialist

ITW•Lakeville, MN

1d•$75,000 - $90,000

About The Position

This position supports Despatch Thermal Processing Technology, specifically high-performance industrial ovens and other thermal products. The Technical Customer 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 the key 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. This role is not associated with IT (Information Technology) support.

Requirements

Certified training or 2+ years’ experience in electro-mechanical assemblies and basic maintenance.
Excellent electrical and mechanical troubleshooting ability.
Strong mechanical, electrical, and controls competency.
Strong customer sensitivity and relationship skills.
Understanding of customer retention concepts.
Ability to multi-task.
Conflict resolution and negotiation skills.
Excellent written and oral communication skills in English.
Proficiency with the following tools highly desirable: Microsoft Office, Auto Cad, SolidWorks, DraftSight, or equivalents.
The ability to travel domestically and internationally up to 10% of the time.

Nice To Haves

AA/AS Degree in Electrical, Mechanical or Computer Engineering preferred or with 2+ years’ experience in a related technical support role.

Responsibilities

Provide technical expertise and support to customers, Field Service Engineers, Third Party Service Provides and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all Despatch thermal oven products.
Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
Assist customers with general technical product information, parts identification, and training 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.
Estimate and quote field service opportunities.
Work with the Field Service Manager to promptly coordinate and schedule on-site service.
Compose training materials, technical FAQ’s, solutions, and canned responses to support customers.
Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.