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Technical Support, Weighing Systems in Troy, OH at ITW Food Equipment Group

Date Posted: 5/11/2019

Job Snapshot

Job Description

Technical Support Representative Weighing Systems - Troy, OH or Remote in Local Branch
SCOPE:   
Provide telephone technical support for hardware, electrical, software, and service performance issues. Interface with the Hobart field organization, Service Training, Technical Publications, Sales, Engineering, and manufacturing to provide reactive and proactive solutions.

HIGHLIGHTED EXPECTATIONS:
Troubleshooting aptitude in electronics, computer systems, WiFi networks, routers, and software systems. Highly motivated individual able to focus on quality issue resolution, reactive troubleshooting, and proactive service solutions. Capable of influencing serviceability during new product development review process. Must have the desire to influence positive change.
RESPONSIBILITIES:  
  • Provide technical troubleshooting and repair assistance to Hobart field organization
  • Provide support to internal departments for resolving identified equipment and parts issues.
  • Log incoming telephone calls for field support analysis.
  • Review warranty claims for technical merit and process within approval limitations.
  • Review Draft Service and Sales documentation.
  • Assist with the development of service documentation and training needs.
  • Assist with implementing product upgrade programs
  • Assist with parts and instructions for repairs, upgrades, and conversion programs
  • Assist with development of webinars as needed for product rollouts, introductions, upgrades, and updates.
  • Assist with quality issue resolution
  • Assist with Service Readiness projects
  • Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.
  • Complete all compliance and training programs as assigned.
REQUIRED QUALIFICATIONS:
  • High School Graduate or GED
  • 3 - 5+ years Technical Support, Engineering, QA or Food Equipment repair
  • Mechanical, Electrical, and Software aptitude and troubleshooting skills
  • Must be proactive and display a high level of initiative
  • Demonstrated customer service skills
  • Proficient with Microsoft Office Products to include Outlook, Word, and Excel
  • Ability to adapt to changing circumstances, remain calm in stressful situations and adjust plans to meet changing needs
  • Ability to communicate effectively verbally and in writing
  • Requires strong interpersonal skills and the ability to build trust and rapport with the field service team, business units and the sales teams
PREFERRED QUALIFICATIONS:
  • AAS in Engineering, technology or computer science
  • Electrical/mechanical training (Military training a plus)
  • Customer Service Experience/Help Desk
  • Computer Skills: Microsoft Excel, Word, Outlook
PHYSICAL REQUIREMENTS / WORKING CONDITIONS
  • Primarily office setting
  • Customer sites and conditions will vary based on industry and product
  • Ability to bend, kneel, climb when at customer site
  • May be exposed to noise, heat, cold, slippery, wet conditions
  • May be required to sit/stand/walk
  • May be required to lift 35-65 lbs
  • May be required to climb ladder
  • Up to 15% travel possible