Technical Service Desk Technician in Saint Charles, MO at ITW

Date Posted: 5/17/2018

Job Snapshot

Job Description

The Technical Service Desk Technician is responsible for providing technical product support to both external and internal customers. HDT's repair/troubleshoot customer equipment, train customers and employees, and provide support and development of the company website.



  • Answers/troubleshoots technical equipment and software issues with customers, Field Service Technicians, and the sales team

  • Responds to emails from Customers, sales team, and Field Service Technicians in a timely manner

  • Provides customers direction on parts and maintenance for all of our equipment

  • Provides Field Service Support as needed (mostly local but may be required to travel up to 25% of the time)

  • Maintains/edits internal technical website content

  • Tests/evaluates new vendor products

  • Makes courtesy calls/follow ups for Top 20 Accounts

  • Makes outgoing MAMC phone calls

  • Sells parts to customers

  • Trains customers and field technicians on company product lines

  • Provides online customer support (chat)

  • Repairs company equipment used for troubleshooting

  • Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management

Job Requirements

Education: An Associate’s Degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.



Experience/Skills:


  • Three (3) years previous experience or in a related area

  • Computer experience required

  • Strong Microsoft Office Suite skills

  • Electronic Circuitry Knowledge

  • Inkjet product, Print & Apply product, and/or Print Engine Repair knowledge a plus

  • Excellent Customer Service Skills and Follow-up

  • High level of Accuracy and Attention to Detail

  • Excellent Problem solving, Troubleshooting and Teamwork skills

  • Excellent Multitasking and Organizational skills

  • Good oral and written communication skills are required



 ITW Marking and Coding 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.