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Technical Service Specialist

2 months ago

Appleton, Wisconsin, United States Miller Full time
Job Overview

Company Overview:
Miller is dedicated to creating impactful solutions in the welding industry. We pride ourselves on developing advanced products that address essential needs for safety and health in welding.

Our focus is on collaboration and innovation. Our offerings are tailored for various sectors including manufacturing, construction, aviation, and more.

Headquartered in Appleton, Wisconsin, Miller Electric Mfg. LLC is a subsidiary of Illinois Tool Works (NYSE: ITW). We maintain our leadership by emphasizing reliability, quality, and responsiveness, encapsulated in our motto, "The Power of Blue," which reflects the iconic color of our equipment.

Since our inception in 1929, we have evolved from a small operation to the leading manufacturer of arc welding products, continuously prioritizing our workforce.

Role Summary:

As a Service Technician within our Engineering team, you will be instrumental in engaging with customers, service partners, and engineers to troubleshoot, repair, and enhance our cutting-edge welding and plasma cutting systems.

Your Responsibilities:

  • Manage communication through calls, emails, and live chats to provide effective guidance on troubleshooting, parts selection, and product application.
  • Collaborate with a diverse team of engineers to assist in product development from initial concepts to production, contributing insights on technical documentation and serviceability.
  • Support product lifecycle management by updating service documentation and manuals.
  • Utilize customer feedback to inform engineering teams, suggesting improvements to minimize warranty claims and enhance customer satisfaction.
  • Uphold a safety-first culture while conducting hands-on repairs of returned units.
  • Address customer concerns with patience and support, ensuring their needs are met and issues resolved.
  • Maintain thorough documentation of customer interactions and service requests.
  • Foster relationships with service partners, providing them with necessary updates and information.
Qualifications:

Essential Skills:

  • Strong team player with a positive demeanor and excellent interpersonal abilities.
  • Exceptional verbal and written communication skills, with a focus on clear documentation.
  • Proficient in conflict resolution and problem-solving, with a creative approach to challenges.
  • Able to work effectively both in a team setting and independently with minimal supervision.

Required Qualifications:

  • Currently pursuing or holding an associate degree in Electronics, Electro-Mechanical Technology, or a related field.
  • Comfortable using schematics, multimeters, hand tools, and power tools.
  • Basic computer proficiency.
  • Physical capability to lift up to 50 lbs and perform various physical tasks.
  • Willingness to travel up to 5% as needed.

Preferred Qualifications:

  • Experience in customer service and technical troubleshooting.
  • Familiarity with welding processes.
  • Fluency in Spanish or French is advantageous.

All information will be treated confidentially in accordance with EEO guidelines.

ITW is an equal opportunity employer, committed to fostering a diverse workplace where all employees can thrive.