Product Technical Support Specialist

Job Description:

• 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.

Compensation Information:

$33.00-$35.00 per hour

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.