Technical Support Specialist

2 weeks ago

Carol Stream, Illinois, United States Illinois Tool Works Full time


Are you interested in joining a company dedicated to safeguarding consumers while maintaining a strong commercial approach? At LOMA SYSTEMS, we are committed to ensuring food safety by eliminating physical contaminants, thereby saving lives and minimizing waste.

As a leading global manufacturer of inspection technology, we specialize in detecting contaminants and product flaws within the food and pharmaceutical sectors.

With over 50 years of expertise in creating and deploying robust equipment, we strive to fulfill our mission of delivering products that are free from contamination, meet quality standards, and are safe for consumers.

We take pride in our ability to meet commitments, offering high-quality technical support and reliable guidance to our clients.

Our culture promotes hands-on engagement, encouraging every team member to take initiative and make a significant impact.

LOMA Systems is part of Illinois Tool Works (ITW), a Fortune 250 diversified industrial manufacturer known for its value-added consumables and specialized equipment.

This partnership allows LOMA Systems to provide a personalized experience for each employee while also offering the career growth and stability associated with a larger organization.

At LOMA and ITW, we apply the 80:20 principle in all our endeavors, focusing on enhancing food and pharmaceutical safety through a positive mindset and a collaborative culture.

If you possess a proactive attitude and are eager to make a difference, we would like to hear from you.


Position Overview:
The Technical Support Specialist (TSS) provides service for our Metal Detection, X-Ray, and Check-weighing products at customer locations throughout the region.

The TSS performs their duties in alignment with LOMA Systems' policies and procedures, ensuring exceptional customer service while promoting LOMA Systems as a premier operator.


Key Responsibilities:
- Travel to deliver effective field support to clients in the food and pharmaceutical industries.
- Ensure machines operate at optimal efficiency through proper calibration and testing.
- Commission and evaluate machines using certified testing protocols, perform preventative maintenance, and provide emergency service at customer sites.
- Accurately document and report all service-related activities, including Electronic Service Reports, Calibration Reports, and Expense Reports as per company procedures.
- Promote additional LOMA product offerings such as service contracts, new equipment leads, and spare parts kits.
- Provide timely feedback regarding equipment reliability and design.
- Maintain an adequate inventory of parts and requisition additional components as necessary.
- Keep all company property, including laptops, mobile phones, safety gear, and tools, in good working order.
- Adhere to safe working practices and procedures at all times.
- Conduct on-site training for customer personnel to ensure proper equipment operation.
- Hold meetings with customers, including scope and exit discussions.
- Participate in the rotation of weekend on-call duties and after-hours support.
- Foster communication between field staff and internal office support regarding technical issues.

- Attend refresher training sessions and team meetings to enhance both technical and non-technical skills.


Qualifications:
- High school diploma required; an associate degree from a technical institution is preferred.
- A minimum of 3 years of experience in field customer service or 4 years of military experience is required.
- Proficient in diagnosing, troubleshooting, and repairing electro-mechanical equipment in the field, with the ability to identify root causes.
- Highly organized in managing paperwork, expense reports, and other documentation.
- Self-motivated with a strong drive to exceed expectations.
- Ability to read, comprehend, and interpret complex technical information, including schematics and electrical diagrams.
- Professional communication skills with the ability to resolve customer issues effectively.
- Willingness to learn about a diverse range of products and continuously improve product knowledge.
- Strong aptitude for using electronic testing equipment such as multi-meters.
- Adaptability to changes in a fast-paced environment and a hands-on approach to problem-solving.
- Ability to work independently with minimal supervision while managing challenging customer situations.
- Exemplify LOMA's core values (Hands-on, One Team, Positive Mindset, Delivering on Commitments, Taking Initiative).
- Proficient in office software applications.
- Willingness to work overtime and weekends as needed.
Physical Requirements:
- Must possess a valid driver's license and maintain a good driving record.
- Must be able to travel extensively (approximately 80% or more) to service customers.

- Ability to work in tight spaces and environments that may be noisy, odorous, dusty, cold, or hot regularly.

- Must be able to lift and/or move up to 60 lbs. frequently.

- Must be able to stand for extended periods and perform various physical activities such as walking, twisting, bending, kneeling, crawling, crouching, reaching, climbing, and working in awkward positions regularly.

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