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Technical Product Advisor

2 months ago

Troy, Ohio, United States ITW Full time
Job Overview

Company Overview:
Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing enterprise that provides specialized expertise, innovative solutions, and value-added products to fulfill critical customer requirements 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 by professionals to deliver exceptional culinary results consistently.

Role Summary

The Technical Product Specialist is responsible for delivering comprehensive technical support and product expertise to field service technicians, marketing/sales teams, and end users. This includes equipment installation, troubleshooting, and providing parts and warranty information.

Key Responsibilities
  • Act as a second-level support resource for all Vulcan's steamers, kettles, braising pans, and combi ovens, collaborating with service groups to ensure equipment support.
  • Manage incoming customer inquiries through various communication channels.
  • Respond promptly to all requests, ensuring timely resolution.
  • Identify quality assurance issues that may arise from the field.
  • Assist in developing solutions that meet customer needs effectively.
  • Collaborate closely with Parts and Service departments.
  • Support and guide service training initiatives.
  • Update 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 personnel and engineers.
  • Evaluate problem parts/units in the engineering lab, including conducting tests.
Required Skills and Abilities
  • Exceptional customer-facing skills with a professional demeanor in interactions with end users and field technicians.
  • Able to learn about a diverse range of products and keep up with ongoing updates.
  • Hands-on approach with a willingness to engage with equipment.
  • Excellent communication skills, capable of resolving customer issues efficiently and defusing 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.
  • Good organizational and record-keeping abilities.
  • A collaborative team player.
  • Ability to manage multiple tasks and issues simultaneously.
  • Willingness to travel to various locations as needed.
  • Required to work from the office full-time.
Education and Experience
  • High School Diploma or GED.
  • 1 - 3 years of experience in Technical Support, Engineering/Quality Assurance, or Food Equipment repair in a related field.
Preferred Qualifications
  • Experience with Customer Relationship Management (CRM) systems.
  • Background in commercial kitchen equipment.
Physical Requirements and Working Conditions
  • 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. We value diverse perspectives, experiences, and ideas, fostering workplaces where everyone can thrive and reach their full potential.