Technical Product Advisor
2 weeks ago
Company Overview:
Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing entity that delivers specialized expertise, innovative solutions, and value-added products to meet critical customer demands across various sectors. Recognized among Fortune Magazine's most admired companies, ITW emphasizes solid growth, enhanced profitability, and robust returns across its global platforms and divisions.
VULCAN EQUIPMENT DIVISION:
For over 150 years, Vulcan has been acknowledged by culinary professionals worldwide as the premier supplier of energy-efficient foodservice equipment. Renowned for its durable design, precision performance, and cutting-edge innovation, Vulcan equipment is trusted to deliver exceptional culinary results consistently.
The Technical Product Specialist is responsible for providing comprehensive technical support and product expertise to field service technicians, marketing and sales teams, and end users. This includes equipment installation, troubleshooting, and supplying parts and warranty information.
Key Responsibilities:- Act as a secondary support resource for all Vulcan's steamers, kettles, braising pans, and combi ovens, collaborating with service groups to deliver equipment assistance.
- Manage incoming customer inquiries through various communication channels.
- Ensure timely responses to all requests.
- Identify quality assurance issues that may arise from the field.
- Assist in developing solutions that address customer requirements.
- Collaborate closely with Parts and Service teams.
- Support and guide service training initiatives.
- Contribute to updating product literature and documentation, including manuals and specification sheets.
- Work independently with minimal supervision while handling challenging customer situations.
- Occasionally visit customer sites, either independently or alongside sales representatives and engineers.
- Examine problem parts/units in the engineering lab, including conducting tests.
- Exceptional customer-facing skills with a professional demeanor in interactions with end users and field technicians.
- Adept at learning about a diverse range of products and keeping up with ongoing updates in each product line.
- Hands-on approach with a willingness to engage directly with equipment.
- Outstanding communication skills with the ability to swiftly and effectively resolve customer issues and mitigate conflicts.
- Strong mechanical, electrical, and computer skills.
- Experience with electrical and mechanical assemblies.
- Ability to read and interpret electrical schematics.
- Familiarity with testing equipment, such as multimeters and combustion analyzers.
- Excellent organizational and record-keeping abilities.
- Team-oriented mindset.
- Capability to manage multiple tasks and issues simultaneously.
- Willingness to travel to various locations as needed.
- Position requires working from the office full-time.
Education and Experience:
High School Diploma or GED required.
1 - 3 years of experience in Technical Support, Engineering/Quality Assurance, or Food Equipment repair or related fields.
Preferred Experience:
Experience with CRM systems and commercial kitchen equipment.
- Office and Engineering Lab Environment.
- Travel may be required up to 10%.
- Ability to lift up to 35 lbs.
ITW is an equal opportunity employer, committed to creating a diverse and inclusive workplace where all employees can thrive and reach their full potential.
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