Technical Support Specialist

ITW • Carol Stream, IL

4d • $33 - $35

About The Position

Support incoming phone calls and emails for US and Canada; showing a strong ability to follow internal company scripts, identify key details of the customer and problem and provide effective technical support in accordance with warranty, call-handling and general polices. Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions. Collect feedback on common product issues and skills gaps to support the management of continuous improvement. Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem. Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures. Timely documentation of all customer conversations and related activities in our CRM system. In addition to the duties listed above, the position holder must carry out tasks assigned by their manager that are essentially related to their duties. Act as a Role-Model for technical support and, demonstrating high-levels of customer satisfaction (internal and external). Help with scheduling and dispatching as required. Process customer complaints and escalation requests related to technical findings (field-oriented) and report such information as a critical component of our regular escalation meetings / activities. Frequently communicate between the field and internal office support staff on technical related issues assuming the role of a primary service liaison. Occasionally travel throughout the field, to support escalated service requests from our customers. Support technical training demands for customers and internal team members. Attend refresher training classes and regional FSE conference calls in order to promote continuous improvement of technical skillsets. Act as a primary technical support resource (internal and external), keeping abreast of all legacy and current technical aspects of the Loma product family.

Requirements

• Strong ability to follow internal company scripts
• Identify key details of the customer and problem
• Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures
• Timely documentation of all customer conversations and related activities in our CRM system

Nice To Haves

• Act as an escalation resource for issues Field Engineers are unable to solve
• Completing a root-cause analysis and recommend follow-up actions
• Collect feedback on common product issues and skills gaps to support the management of continuous improvement
• Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem
• Act as a Role-Model for technical support and, demonstrating high-levels of customer satisfaction (internal and external)
• Help with scheduling and dispatching as required
• Process customer complaints and escalation requests related to technical findings (field-oriented) and report such information as a critical component of our regular escalation meetings / activities
• Frequently communicate between the field and internal office support staff on technical related issues assuming the role of a primary service liaison
• Occasionally travel throughout the field, to support escalated service requests from our customers
• Support technical training demands for customers and internal team members
• Attend refresher training classes and regional FSE conference calls in order to promote continuous improvement of technical skillsets
• Act as a primary technical support resource (internal and external), keeping abreast of all legacy and current technical aspects of the Loma product family

Responsibilities

• Support incoming phone calls and emails for US and Canada
• Provide effective technical support in accordance with warranty, call-handling and general polices
• Act as an escalation resource for issues Field Engineers are unable to solve
• Complete a root-cause analysis and recommend follow-up actions
• Collect feedback on common product issues and skills gaps to support the management of continuous improvement
• Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem
• Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures
• Timely documentation of all customer conversations and related activities in our CRM system
• Carry out tasks assigned by their manager that are essentially related to their duties
• Act as a Role-Model for technical support and, demonstrating high-levels of customer satisfaction (internal and external)
• Help with scheduling and dispatching as required
• Process customer complaints and escalation requests related to technical findings (field-oriented) and report such information as a critical component of our regular escalation meetings / activities
• Frequently communicate between the field and internal office support staff on technical related issues assuming the role of a primary service liaison
• Occasionally travel throughout the field, to support escalated service requests from our customers
• Support technical training demands for customers and internal team members
• Attend refresher training classes and regional FSE conference calls in order to promote continuous improvement of technical skillsets
• Act as a primary technical support resource (internal and external), keeping abreast of all legacy and current technical aspects of the Loma product family

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.
• 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: No Education Listed