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Field Service/Repair Technician in Lake Bluff, IL at ITW

Date Posted: 11/29/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/29/2018

Job Description

The Service Technician will provide expert, on-site service support for our customers, including problem diagnosis, analysis, and repair services; installation support; product and system installation services; and technical instruction. Responsibilities also include delivery of comprehensive system maintenance, update and upgrade services. The Service Technician requires some direction and assistance to perform the responsibilities of the position and achieve assigned objectives.

 This position can be field based and requires frequent travel to locations throughout the United States and may require International travel. The list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary.  

Responsibilities

Job Responsibilities:

  • Perform scheduled maintenance, calibration and service for abrasive saws, grinding and polishing equipment, sample molding equipment, hardness testers and other miscellaneous equipment used in the preparation of material samples for the material preparation and hardness industries.

  • Completion of all technical assessment and billing requirements for completed service work at the time of completion of service.

  • Ability to work independently and under pressure to solve problems, using own initiative.

  • Provide initial installation of equipment at customer site as well as assist in general training for customer and distributor classes.

  • Provide expert on-site service support including problem diagnosis, analysis, and repair services; continuously seeking opportunities to help customers achieve their goals and providing recommendations for doing so.

  • Provide installation support, and product and system installation services.

  • Responsibilities may include Telephone Technical Support and Remote Monitoring Services, as directed by the Region Service Manager.

  • Assume ownership of customer issues and follow through until issues are resolved.

  • Maintain appropriate levels of communication with the customer to insure that the customer is well-informed before, during and after service engagements.

  • Insure that services are provided in the time frame promised to the customer, and that the quality and completeness of work performed meets or exceeds the expectations of the customer.

  • Maintain high standards of professional conduct and ethical behavior in compliance with Company Standards and Policies, and governing Local, State and Federal Law.

  • Provide feedback on product, installation and service quality issues.

  • Provide input on product functionality requirements including suggestions for new product development, product improvements and new business opportunities.

  • Provide technical instruction on the operation, maintenance and troubleshooting.

Job Requirements

Required Experience

Job Requirement:

  • The candidate must have an Associate's degree in Electronics, mechanical or similar degree, plus five years of related experience.

  • Demonstrated ability to read and understand mechanical drawings required.

  • Excellent organizational skills and ability to prioritize tasks, organize trainings and lectures for colleagues and customers.

  • Proficiency in Microsoft Office.

  • Heavy travel required.

  • 5+ years of field service experience on electronics and/or radio frequency equipment is required.

  • Solid proficiencies with information technology systems comprised of personal computer hardware, Microsoft Windows operating systems, Microsoft Office Professional, and network topologies.

  • Low-voltage systems installation / repair experience.

  • Ability to use standard test equipment including multi-meters, analyzers and programmers.

  • Hands-on training on electronics and/or computer hardware and network topologies.

  • Demonstrated ability to work with difficult customers and provide excellent customer service.

  • Strong problem solving, organizational and project management skills.

  • Valid driver license & clean driving record. 

  • Excellent verbal and written communication skills.

  • Ability to be on after-hours rotational call to provide telephone assistance as well as emergency response to the facility.

  • This position will require frequent travel. Travel is mostly located within a multi-state region but will occasionally include travel throughout the United States. International travel may also be required. Travel is anticipated to be approximately 80%.

  • Associate degree in Computer, Electronics, Engineering, or Information Technology, or equivalent developmental experience.

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The phrases “occasionally,” “regularly,” and “frequently” correspond to the following definitions: “Occasionally” means up to 1/3 of working time, “regularly” means between 1/3 and 2/3 of working time, and “frequently” means 2/3 and more working time. While performing the duties and responsibilities of this position, the employee is:

    • Frequently required to stand and walk for extended periods of time.

    • Frequently required to use hands to manipulate, handle or touch objects, tools or controls.

    • Frequently required to climb and balance.

    • Frequently required to talk and listen.

    • Frequently required to travel.

    • Regularly required to use hands to push/maneuver carts containing equipment, materials and product.

    • Ability to read handwritten and/or computer generated material.

    • Occasionally required to lift and/or move up to 50 pounds