As a Field Service Engineer, you are the front line of ITW Marking and Coding’s customer interaction through delivering efficient field support in your assigned territory. With advanced technical and product training, you will further contribute to the success of ITW Marking and Coding. ITW seeks to enhance our employee’s inner entrepreneur, with this position operating from home, and traveling to some of the greatest manufacturing plants in the nation, you will help drive our entrepreneurial culture. You will support sales of services and products while exceeding customer expectations through installations, repairs, and maintenance at our customer sites.
Enhance customer satisfaction providing exceptional customer service
Travels to customer sites and provides installation, emergency on-site repairs, preventative maintenance services, and training for ITW Marking and Coding.
Maintain first time fix and field response time customer satisfaction rate at the target rate
Verify that machines are operating at peak efficiency through proper installation and/or setup and testing.
Must be willing and able to travel extensively, and with little advanced notice, within assigned service territory.
Work as part of a regional and national team to drive profitable revenue growth and customer satisfaction.
Responsible for timely and accurate documenting and reporting of all service related activities.
Provide timely feedback to quality department on equipment reliability and design.
Maintain a satisfactory parts inventory, requisitioning additional parts required to perform normal duties.
Exercise safe working practices and procedures at all times.
Conduct training with customer’s employees to ensure an understanding of the theory of operation, proper functionality, and general maintenance of equipment.
Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.
Education: Minimum Associates Degree in Electronics or Technical Degree and/or military training preferred or related experience with similar responsibilities.
Minimum of 2 years’ experience in field customer service work or a commensurate military experience
Experience in diagnosing, troubleshooting, emergency service and repairing electronics and mechanical machine problems in the field preferred.
Basic electromechanical aptitude
Ability to effectively communicate with customers and internal staff.
Ability to read, comprehend and interpret technical information involving mechanics and electronics. Must be able to interpret schematic and electrical diagrams.
Must be able to travel extensively up to 95% of the time and is experienced with significant time away from home for a field service role.
Possess soldering techniques with actual experience soldering circuit boards and electronic components preferred.
General knowledge of electrical circuits required - Experience with plc integration a plus.
Ability to work independently, with little supervision and manage difficult and high pressure customer situations.
Ability to manage a dynamic service schedule in a manner that results in timely service for ITW Marking and Coding customers
Sense of urgency - having the drive and motivation to take action and prioritize daily tasks; working strategically to ensure we are getting to every customer.
As an Equal Opportunity/Affirmative Action Employer, ITW Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability