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Product Support Engineer in Norwood at ITW Test & Measurement and Equipment

Date Posted: 11/22/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Norwood
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    11/22/2018

Job Description

Product Support Engineer– Norwood, MA
Instron® is a global organization that designs, manufactures, sells and services materials testing systems.  Instron is a clear global leader in materials testing applications and its leadership in the marketplace is continually expanding.  You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.
 
Summary
This individual’s main responsibility is to provide technical support/assistance on specific Instron products to our internal and external customers; i.e. customers, internal personnel and field service personnel. In addition, this person will interface with design teams and engineering to discuss design issues and problem resolution. This person will be responsible to make design recommendations on products and to maintenance procedures to improve the service ideals; reliability, serviceability, maintainability and usability.  Additional responsibilities below:
 
  • Provides technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products.This assistance is usually provided via telephone, email, Instron Connect, web requests, or travel to customer’s sites (occasional).
  • Assists in the training of field service engineers in operation and maintenance of Instron products and equipment.
  • Recommend changes to products or to maintenance procedures to improve reliability, maintainability, serviceability, and usability.
  • Assists in the corrective and preventive maintenance on electronic equipment with minimum supervision. Works from complex schematics, diagrams and technical manuals.
  • Responsible for providing information in the form of field bulletins or notifications to field engineers that will assist in performing more efficient and reliable service.
  • Required to maintain customer support call information in the service database (Astea) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the database.
  • Can do attitude with a strong internal drive.Customer focused and willing to go the “extra mile” to resolve issues.
  • Electrical and Mechanical background.
Requirements
  • Systematic troubleshooting of complex electromechanical and/or servohydraulic systems.
  • Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
  • Ability to multi-task.This will involve tracking multiple support issues, tasks and projects.
  • Self motivated and have the ability to work independently with a minimum of supervision.
  • Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
  • Thorough understanding of PC’s, Windows, and the ability to learn a wide variety of software applications.
  • Understand the interaction between software and hardware on electromechanical and servohydraulic devices.
  • Actively understands and embraces customer satisfaction tenets.
  • Willingness to travel domestic and international
Educational Requirements:
  • Technical degree – Bachelors degree in a technical area, or equivalent.
  • At least 3 to 4 years’ experience in a technical area.
  • Customer relations experience (at least 1 yr)
Take this opportunity to join a successful team where you can make an immediate impact.  Enjoy excellent on and off the job training, a competitive salary, and a generous benefits package that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program.
 
Instron 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.