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Field Service Engineer in Lakeville, MN at ITW

Date Posted: 4/26/2019

Job Snapshot

Job Description

Division Description:

ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEM’s in the Electronics and Industrial Markets.  The Division designs, develops and assembles capital equipment primarily used in the assembly process of Printed Circuit Boards (PCB’s) and other industrial applications. In 2016 these companies had revenues above $200M and is positioned for above market rates of growth.  

Position Summary:

The FSE performs technical work with minimal supervision by the Field Service Manager, maintains all aspects (Service related) of his/her account base and insures all company/departmental policies are complied with.

The scope of this position, within the normal Customer Support field routines, is to perform basic work by providing professional service to our customers.  Duties include system/retrofit installation/removal, troubleshooting, and repair of all company products.  Also includes maintenance of customer files, selling maintenance agreements, supporting sales and marketing and adhering to the Field Service Standard Operating Procedures (FS-SOP).


  • Perform installation/removal of company products (all systems, upgrades, modifications, and retrofits).

  • Perform quality repairs with minimum call-backs.

  • Perform/schedule Preventive Maintenance (PM) and systems checkouts.

  • Perform customer basic training on operation and basic maintenance of ITWEAE machines.

  • Maintain calibration kits and calibration/verification knowledge.

  • Handle customer issues through prompt problem appraisal, escalation, resolution, repairs, and follow-up.

  • Maintain system applications/SMT knowledge (if applicable).

  • Provide system installation in-service training.

  • Maintain a good rapport with customers, Sales Representatives, Sales Management, and peers.

  • Provide timely follow-up to telephone calls and commitments to others.

  • Maintain field inventory, parts usage, and timely return of defective parts.

  • Review and provide feedback on manuals and publications issued by ITWEAE.

  • Provide complete, accurate, and timely field service reports including OOBQ issues

  • Provide expense control as dictated by the FS-SOP and Field Service Management.

  • Reduce identified performance deficiencies.

  • Sell Service Contracts to standards as directed by higher management.

  • Participates in the specification and development of Customer Support Programs.

  • Represent ITWEAE as a true professional demonstrating pride in self, as well as in our organization(s).

  • Support factory acceptance testing (at ITW EAE factory) or customer field acceptance testing as required.

  • Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the Field Service Manager.

Job Requirements

Position Skills and Experience Requirements:

  • AA/AS Degree (Electrical) with 2 years’ experience, or 5 years’ experience if military.

  • Training (certification) in computers (IBM based), DOS, and MS Windows environments.

  • Training (certification) in mechanical/pneumatic assemblies and basic maintenance.

  • At least 2 years of Field Service experience (or equivalent).

  • Excellent fault isolation ability.

  • Strong mechanical, electrical, and computer competency.

  • Strong customer sensitivity and relationship skills.

  • Understanding of customer retention concepts.

  • Understanding of Account Based Field Management.


Physical requirements and working conditions:

This position requires that the candidate be able to lift 50-60 pounds without assistance and be able to bend into machinery without back restrictions.

Other Pertinent Qualifications- Candidate must have:

  • Valid (current) passport.

  • Valid U.S. Driver’s License (and Canadian, Mexican, or Puerto Rican if appropriate).

  • The ability to travel domestically and internationally up to 85% of the time.

    ITW is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

    If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email to request assistance. No other requests will be acknowledged.