Field Service Technician
Illinois Tool Works · Hartland
Job Description:
Field Service Technician
Pillar Technologies, an Illinois Tool Works Company (ITW)
475 E Industrial Drive
Hartland WI 53029
Reports to: Engineering Manager
Job Summary
Pillar Technologies is seeking a Service Technician to provide technical support and field service for our Surface Treatment and Induction Sealing product lines. This hands-on position combines electrical and mechanical troubleshooting with direct customer interaction.
The Service Technician will support customers through on-site service, phone, email, and virtual meetings. Responsibilities include equipment installation, start-up, troubleshooting, repairs, maintenance, customer training, and warranty support.
Relationships
The Service Technician reports to the Engineering Manager and has no subordinates. This position also includes regular on-sight (field) and verbal (phone, virtual meeting) contact with customers.
Essential Duties and Responsibilities
- Provide professional technical support to customers by phone, email, virtually, and on-site.
- Manage customer service cases from initial contact through resolution using the company CRM system.
- Maintain accurate CRM records, including customer issues, troubleshooting performed, parts, labor, service reports, and final resolution.
- Start up, troubleshoot, repair, and maintain Pillar equipment at customer facilities.
- Diagnose electrical and mechanical issues and determine root cause and corrective action.
- Train customer maintenance and operations personnel on equipment operation and troubleshooting.
- Follow up with customers on open service cases to ensure timely resolution and customer satisfaction.
- Track recurring equipment issues and communication trends and product improvement opportunities to Engineering.
- Coordinate service schedules based on customer needs and priorities.
- Work closely with Engineering, Sales, Operations, and customers to resolve technical issues.
- Identify opportunities for additional products, upgrades, repairs, and services and communicate them to Sales.
- Assist with warranty claims, equipment testing, inspections, and quality checks.
- Maintain accurate service reports, expenses, and travel records.
Qualifications
- Two-year degree in Electronics, Electrical Technology, Electromechanical Technology, or related field preferred.
- Relevant technical experience may be considered in place of a degree.
- Strong electrical and mechanical troubleshooting skills.
- Ability to read electrical schematics and mechanical drawings.
Competencies
- Excellent organizational, planning and written/verbal communication skills
- Ability to work and communicate effectively in a team environment
- Solid computer skills (MS Office applications and Windows-based programs)
Position Perks and Benefits
- Competitive pay with overtime opportunities, including applicable travel time.
- Mileage reimbursement in accordance with company policy.
- Company-paid TSA Precheck.
- Employees retain eligible travel points and benefits.
- Corporate travel credit card for business expenses.
- Company-provided or reimbursed PPE and necessary tools.
Language Skills
English required. Additional language skills a plus.
Physical Demands
- Ability to stand for extended periods.
- Regularly lift and move up to 25 lbs. and occasionally up to 50 lbs.
- Work around industrial machinery, electrical equipment, fumes, airborne particles, and chemicals.
- Safety and proper PPE are required
Work Environment
- Ability to stand for extended periods.
- Regularly lift and move up to 25 lbs. and occasionally up to 50 lbs.
- Work around industrial machinery, electrical equipment, fumes, airborne particles, and chemicals.
- Safety and proper PPE are required.
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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