Field Support Engineer (Bilingual Spanish) in Carol Stream, IL at ITW

Date Posted: 8/27/2019

Job Snapshot

Job Description

About LOMA

Loma Systems®, an ITW Company, is a premier manufacturer of inspection equipment used to identify contaminants and product defects in the food and pharmaceutical industries.  Established in the UK in the 1960’s, Loma Systems is today one of the leading global companies involved in production line safety systems, boasting an impressive installed base of over 125,000 machines in over 100 countries.  Our talented team of people work across the world in a friendly, supportive work environment and with a no politics culture, there is nothing to stop you reaching your full potential.


Position Overview:

The Field Support Engineer is an expert in the service, training, and application of Loma Metal Detection, X-Ray and Checkweiging products throughout North America. The Field Support Engineer does so in a manner consistent with Loma Systems policies and procedures while delivering exceptional customer service and promoting Loma Systems as the best in class operator. Acts as a role model to our overall Field Service Team while supporting Loma strategy and the growing customer training business.

Responsibilities:

  • Conduct advanced on-site training with customer’s personnel to ensure proper operation of the Loma wide range of equipment while maintaining high customer satisfaction levels.
  • Assist with the development of all necessary course documentation. This includes course description, learning objectives, course outline, handouts, course presentation, assessments and applied exercises.
  • Hold meetings with customers, including initial scope and exit meetings.
  • Act as an escalation resource for issues our FSEs are unable to resolve; complete a root-cause analysis and recommend the next steps.
  • As a component of Loma System’s team environment, you will be required to frequently act as a liaison between the field and our internal office support staff on complex technical issues. This includes timely feedback to the Applied Technology Department on equipment reliability and design issues whenever identified.
  • Attend refresher training classes, planned technician meetings and escalation meetings to promote continuous improvement of technical and non-technical skillsets.
  • Commission and test our systems using certified test procedures. Perform preventative maintenance and emergency service at assigned customer sites when needed.
  • Accurately document and report all service-related activities. These include, but are not limited to, submitting Electronic Service Reports, Calibration Reports and Expense Reports at appropriate intervals per company established procedures.
  • Promote sales of additional Loma product offerings such as service contracts, new equipment leads, spare parts kits, etc.
  • Maintain a satisfactory parts inventory and requisition additional parts required to perform normal FSE duties.
  • Maintain all company property, including laptop, cell phone, safety equipment and tools in good working condition.
  • Exercise safe working practices and procedures at all times.
  • In addition to the duties listed above, the position holder must carry out essential tasks assigned by their manager that are related to their duties.

Job Requirements

  • Associates degree from a technical school or 4 years of military experience required. Bachelor’s degree preferred.
  • Minimum 7 years of previous experience in field customer service work, including training, required. May substitute this requirement with 4 years of military experience plus 3 years of previous experience in field customer service work.
  • Bilingual English and Spanish required.
  • Strong knowledge and experience in diagnosing, troubleshooting, and repairing electro-mechanical equipment in the field, with the added ability to identify the root-cause of complex issues.
  • Take pride in being organized regarding the completion of paperwork, expense reports, etc.
  • Must be self-motivated; driven to routinely exceed expectations.
  • Ability to read, comprehend and interpret complex technical information involving mechanics and electronics. This includes interpretation of schematics and electrical diagrams.
  • Professional communication with an ability to resolve customer issues and defuse conflict.
  • Must be capable of learning a diverse set of products and technology on a continuing basis.
  • Ability to adapt to a fast-paced and ever-changing environment; enjoy taking a hands-on approach to solving problems.
  • Work independently with little supervision while managing difficult, high pressure customer situations.
  • Proficiency with office software applications required.
  • Ability to work overtime and weekends.

Physical & Environmental Requirements:

  • Must have a valid driver’s license and a good driving record.
  • Must be able to travel extensively (80% or more approximately) as required to service our customers.
  • Must be able to work within tight spaces and environments that may be noisy, odorous, dusty, cold and hot on a regular basis.
  • Must be able to lift and/or move up to 60 lbs. regularly.
  • Must be able to stand for long periods of time as well as walk, twist, bend, kneel, crawl, crouch, reach, climb and work in awkward positions on a regular basis.


Benefits:

Along with opportunities for career growth and development, Loma Systems provides a comprehensive benefits package, in conjunction with ITW, which supports our employees’ educational endeavors, wellness and financial security. Here are some of the features our comprehensive package has to offer:

  • Medical, dental and vision benefits
  • 401(k) retirement savings program
  • Paid vacation, sick days and holidays
  • Wellness and fitness program
  • Life insurance up to 8x the salary
  • Advancement opportunities
  • Educational assistance
  • Employee assistance program
  • Employee discounts with the ITW key suppliers: cars, computers, appliances and more

Loma Systems, an ITW Company, is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. If you need an accommodation to apply for this position due to a disability, please contact kat.lach@loma.com