Service Technician - Commercial Solutions Division

Illinois Tool Works · Appleton

Job Description:

Service Technicians on our Engineering team play a crucial role as knowledgeable professionals engaging with our customers, Service Partners, and engineers to troubleshoot, repair, maintain, and evolve our innovative welding and plasma cutting systems within the Commercial Solutions Division of Miller Electric.

As the voice of our division, our Service Technicians must possess excellent communication, interpersonal, and technical skills as well as be adept in conflict resolution and enthusiastic about finding creative solutions to our customers unique challenges so that we may provide positive and memorable customer experiences.

What you will do and impact:

Handle inbound and outbound calls, emails, and live chats to provide accurate & satisfactory guidance on electrical and mechanical troubleshooting, parts selection, and proper application of our products to our service partners, end users, and sales representatives.
Contribute to a multidisciplinary team of Electrical, Software, Mechanical, Manufacturing, and Welding engineers to develop products from original concept prototypes to production by providing guidance on technical documentation, parts lists, and design-for-serviceability strategy.
Sustain existing product lifecycles by reviewing and revising parts lists, service parts kits, service memos, owner’s manuals, and technical manuals.
Leverage data and insights gathered from customer calls to provide feedback to engineering team. Recommend and influence process improvements to reduce warranty claims and customer pain points.
Demonstrate a commitment to safety-focused culture within the laboratory environment by working safely with electricity, hand tools, power tools, pneumatics, and electromechanical equipment to perform hands-on repairs of warranty-returned units, reconditioning them for sale.
Manage challenging situations involving dissatisfied customers, offering patient assistance and support to identify their needs, research solutions, address complaints, and provide resolution.
Maintain ownership of customer interactions throughout the lifecycle of their request, following-up and escalating as necessary.
Create service files to effectively administer & document detailed warranty claims.
Build relationships with our Service Partners, providing updates and information about their accounts, repair labor payment, shipping, and warranties.

Qualifications

What you need to do to be successful in this role:

Be a highly motivated team player with a positive attitude and excellent interpersonal skills.
Exhibit excellent verbal and written communication as well as strong active listening skills. The ability to write accurate and concise documentation is expected.
Must be proficient in conflict resolution and problem-solving. Creativity and adaptability are key.
Demonstrate the ability to collaborate effectively in a team environment and work as an individual contributor with minimal supervision.

Required Skills and Qualifications:

Currently possess or enrolled and actively pursuing an associates degree in Electronics, Electro-Mechanical Technology or related field. Candidates selected for employment that do not posses an associates degree will be required to complete their degree as a condition of employment.
Familiarity and comfort in the use of schematics, multimeter, hand tools, and power tools
Possess basic computer skills
Capable of lifting up to 50 lbs
Position requires bending, sitting, squatting, and standing
Travel up to 5% may be required

Preferred Skills and Qualifications:

At least one year of customer service
At least one year of technical troubleshooting
At least one year of welding experience
Ability to speak fluent Spanish or French is a plus

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.

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