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Technical Software Support Specialist

4 months ago

Rogers, United States ITW Full time
Company Description

North Star Imaging (NSI), is a global organization that designs, manufactures, sells and services 2D digital and radiography and 3D computed tomography equipment. 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.

NSI is part of Illinois Tool Works (ITW), a global Fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses.

Job Description

NSI's Software Technical Support Specialist provides support for NSI equipment. This is achieved by performing operator training on software applications, system use, troubleshooting and basic repair of state-of-the-art industrial computed tomography and radiography systems.
  • Provide world class customer facing technical software support in a professional manner.
  • Collaborate with internal support teams and departments for training and problem resolution.
  • Assist software developers to fix customer-reported issues and validate the effectiveness of fixes.
  • Communicate with customers on issue status and when fixes are available.
  • Provide operator training on x-ray imaging systems including software applications, general operational theory and basic maintenance.
  • Provide system component installation or installation assistance.
  • Create, distribute, and support installation of software licenses as required
  • Perform warranty, paid service and service contract activities.
  • 60% of the position involves training the end use NSI software packages.
  • Assist in completing technical manuals and writing system operation manuals or work instructions.
  • Create training videos for internal or external use.
  • Provide customers with timely updates as to the progress of their service and support requests.
  • Assist manufacturing with system integration and factory acceptance tests.
  • Work with application engineers on developing scanning techniques using proprietary imaging software for customer-specific applications
  • Work with the service coordinator on scheduling and billing.
  • Travel up to 25%.
Qualifications
  • Specialized technical training or an associates degree.
  • Strong software and computer skills.
  • Communicate effectively and professionally.
  • Ability to work independently with a high sense of urgency.
  • Read, comprehend and interpret complex technical information involving mechanics and electronics.
  • Experience in delivering training in classroom and hand-on settings.
  • Strong customer service skills with a high level of professionalism.
  • Must have a valid driver's license.


Additional Information

Take this opportunity to join a professional and successful team where you can make a significant impact immediately. Enjoy competitive compensation and generous benefits that includes health, dental, life and LTD insurance, paid parental leave, 401k (with match), and a generous tuition reimbursement program.

All your information will be kept confidential according to EEO guidelines.

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.