Technical Support Specialist

ITW • Carol Stream, IL

2d • Onsite

About The Position

This role involves providing technical support to customers via phone and email for the US and Canada. The specialist will follow company scripts, identify customer and problem details, and offer effective technical support according to warranty and company policies. The position also acts as an escalation resource for Field Service Engineers (FSEs), performing root-cause analysis and recommending solutions. Responsibilities include collecting feedback on product issues and skill gaps for continuous improvement, diagnosing customer issues, and ensuring the correct FSE is dispatched with necessary parts and tools. Accurate and timely completion of paperwork and CRM documentation is essential. The role may involve assisting with scheduling and dispatching, processing customer complaints and escalations, and serving as a liaison between field and office support staff. Occasional travel may be required to support escalated service requests. The specialist will also support technical training for customers and internal teams, attend training sessions, and stay updated on Loma product technical aspects. A key aspect is acting as a primary technical support resource, maintaining high levels of customer satisfaction.

Requirements

• Strong ability to follow internal company scripts.
• Ability to identify key details of the customer and problem.
• Provide effective technical support in accordance with warranty, call-handling and general policies.
• Complete all necessary paperwork accurately and on a timely basis in accordance with company procedures.
• Timely documentation of all customer conversations and related activities in our CRM system.
• High-levels of customer satisfaction (internal and external).

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.
• 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.
• Follow internal company scripts, identify key details of the customer and problem, and provide effective technical support.
• Act as an escalation resource for issues Field Engineers are unable to solve, completing a root-cause analysis and recommending 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 company procedures.
• Timely documentation of all customer conversations and related activities in our CRM system.
• Assist 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.
• Communicate between the field and internal office support staff on technical related issues, acting as a primary service liaison.
• Occasionally travel to support escalated service requests from customers.
• Support technical training demands for customers and internal team members.
• Attend refresher training classes and regional FSE conference calls 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

• Equal opportunity employer
• Value unique perspectives, experiences and ideas
• Workplaces where everyone can develop their careers and perform to their full potential
• Equal employment opportunity and fair treatment for employees
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed