Technical Product Specialist - Scales in Troy, OH at ITW Food Equipment Group

Date Posted: 5/20/2018

Job Snapshot

Job Description

SCOPE:   

Provide advanced level technical support including on-site support, telephone support, mechanical/electrical/software quality, performance, and issue resolution. Interface with Hobart Engineering, Sales, Marketing, Field Service, Customers and Manufacturing groups during product development, beginning to end, ensuring Service Readiness prior to product introduction. Provide team and project leadership. 

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, proactive service solutions, and project management. Capable of influencing serviceability during new product development in an engineering environment. Must have the desire to influence change
 
RESPONSIBILITIES:  
  • Provide technical troubleshooting and repair assistance (telephone and on-site as required) to the Hobart Service field organization.
  • Facilitate resolution of equipment and service performance complaints received from end-users.
  • Provide support to internal departments for resolving identified equipment and part issues.
  • Review warranty and contract claims for technical merit and process within approved limits.
  • Contribute to Engineering design meetings for new product development and enhancements.
  • Participate in the product development ‘Stage Gate’ process
  • Participate in service readiness projects in preparation for new product introduction and existing product changes.
  • Develop serviceable part lists, repair procedures, PM checklists, and Installation guidelines.
  • Utilize available reporting or develop Excel reports to quickly analyze and resolve quality/serviceability issues
  • Work closely with QA and Engineering groups to duplicate, and provide resolution to, software and/or hardware issues
  • Creatively develop proactive solutions/ideas for identified service issues
  • Log incoming communications including, but not limited to, e-mails and phone calls for field support analysis.
  • Assist with implementation of product upgrade and retrofit programs.
  • Provide required level of support for product rollouts, introductions, upgrades, and retrofits.
  • Complete all compliance and training programs as assigned.
  • Make safety & health issues/concerns a priority and adhere to established regulations and guidelines.
REQUIRED QUALIFICATIONS:
  • Associates Degree and/or equivalent ITW FEG experience
  • 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
  • Understanding and experience with ITW Tool box
  • Proficient with Microsoft Office Products to include Outlook, Word, Excel, Power Pivot, and PowerPoint
  • 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:
  • BS/BA in Engineering, Electronic Systems, or Computer Science
  • Advanced electrical / Mechanical / Software (Windows, Linux)
  • Customer Service Experience / Help Desk / Supervisor
  • Diagnostic logic development
  • Experience with ITW FEG business and products
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
Pre-employment screenings performed (which includes background checks and hair follicle drug screening, unless state law prohibits.)
 
NO PHONE CALLS PLEASE
 
Hobart Service is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
 
ITW and Hobart Service are committed to providing a healthy and safe environment for all employees. To demonstrate this commitment, Hobart Service is tobacco-free (including e-cigarettes) on campuses and within company vehicles and maintains a drug-free workplace.
 
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 contact Human Resources at service.hr@hobartservice.com to request assistance. No other requests will be acknowledged.
 
In accordance with the San Francisco Fair Chance Ordinance, Hobart Service considers all qualified applicants with a criminal history.