Field Service Specialist

3 hours ago

Pittsburgh, Pennsylvania, United States ITW Full time
Job Title: Field Service Specialist

Join ITW, a leading company in medical robotics devices, as a Field Service Specialist. In this role, you will be responsible for interacting with customers and equipment to analyze and solve hardware and software issues.

Key Responsibilities:
  • Interact with customers and equipment to analyze and solve hardware and software issues
  • Disassemble and reassemble machines to repair or replace worn or malfunctioning components and consumables
  • Perform system analysis of current workflow and proposed setup to improve customer efficiency and system effectiveness
  • Develop recommendations to enhance or replace existing hardware and/or software based on customer experience and technical expertise
  • Provide excellent customer service, listening carefully to customer concerns and addressing issues until the customer is reasonably satisfied
  • Assist in the testing and development of new software and hardware to enhance or replace existing software and hardware based on quantitative and qualitative customer data
  • Collaborate with other members of the Field Service team to provide support and internal training opportunities
  • Perform periodic follow-up calls to customers using data-driven metrics and evaluate results
  • Assist Engineering in the testing of new software and hardware
  • Consult with customer and RxSafe management for final approval of proposed modifications and documentation
  • Write accurate and timely reports
  • Track expenses and submit expense reports
  • Write process documentation
Requirements:
  • Able to travel 80% of the time and support same-day rapid travel on-call needs, which can include after-hours and weekends
  • Strong attention to detail, able to multi-task, and collaborative in nature, breakdown explanation of steps performed while troubleshooting so that others may learn thought process
  • Excellent verbal communication skills, including good listening skills and patience
  • Self-motivated, optimistic, and able to work independently
  • Demonstrated ability to problem solve and offer strategic solutions
  • Good understanding of customer deliverables and the impact of failure/cost of poor customer service
  • Experience working with hand tools, multimeters, wiring schematics, and understanding automation logic
What We Offer:
  • An environment where ideas are heard and innovation is encouraged
  • Personal/professional growth and development opportunities
  • Extensive benefits package with a generous employer contribution
  • Paid Holidays + flexible paid time off
  • Executive commitment to education, growth, and development

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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