Technical Product Specialist (mechanical / Electrical)

Technical Product Specialist

The Technical Product Specialist position primarily focuses on supporting the service technician teams with troubleshooting technical issues in the field, providing expert guidance, and ensuring timely resolution of product-related problems. This position also plays a key role in analyzing and processing warranty claims, collaborating closely with various internal teams to improve product quality and customer satisfaction.

Essential Duties and Responsibilities

• Provide remote guidance to field service teams in diagnosing and troubleshooting technical issues encountered in the field, ensuring they have the tools and knowledge to resolve issues effectively.
• Serve as technical expert on product functionality, installation, and maintenance.
• Analyze warranty claims to determine the root cause of failure and identify any recurring issues.
• Identify patterns in recurring issues and collaborate with product development, sustain engineering, and quality teams to investigate product defects and recommend design or process improvements.
• Ensure accurate documentation of warranty claims, ensuring compliance with internal processes.
• Act as a liaison between the field service teams, customers, and internal departments to facilitate smooth resolution of issues.
• Educate field service teams on new product features, troubleshooting techniques, and best practices.

Supervisory Responsibilities

• This position does not have any direct supervisory responsibilities.

Qualifications

Education and Work Experience

• Bachelor's degree in Engineering, Technical Support, or a related field, or equivalent experience.
• Familiarity with technical documentation, including user manuals, service bulletins, and troubleshooting guides.
• Experience in manufacturing, engineering, or customer service a plus.

Competencies

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Takes ownership; Drives positive change and challenges the status quo. Addresses issues with courage. Leads and behaves from an "enterprise first" perspective.

Managing People - Solicits and applies customer feedback (internal and external; Able to communicate and work with people from broad range of backgrounds – including tech service, customers, engineering, and upper management.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Conserves organizational resources.

Physical Demands & Work Environment

• Regularly required to sit at a desk and work on a computer.
• Must be able to access and navigate the production facility.
• Must be able to lift 15 pounds at a time.

Hours of Work

• Varies as necessary.

Compensation Information: $74,800-$90,000

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.