Product Services Specialist

1 month ago


Norwood, Massachusetts, United States Instron Full time
Job Description

As a Product Services Engineer at Instron, you will play a critical role in providing technical support and assistance to our internal and external customers. Your main responsibility will be to provide remote technical assistance to customers and field service engineers on all Instron equipment and software-driven products.

Key Responsibilities:
  • Provide remote technical assistance to customers and field service engineers on all Instron equipment and software-driven products.
  • Assist in the training of field service engineers in operation and maintenance of Instron products and equipment.
  • Responsible for updating, maintaining, and using the technical information found in globally shared locations, Service Management System (SMS) and Service WEB page.
  • Maintain customer support call information in the service database (SMS) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the SMS.
  • Work with cross-functional departments and engineering disciplines to work towards technical issues, process gaps, and other quality-based activities to maintain the high standard which is Instron service and product.
Requirements:
  • Strong interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
  • Ability to multi-task. This will involve tracking multiple support issues, tasks, and projects.
  • Self-motivated and can work independently with a minimum of supervision.
  • Present a good attitude and team ethic.
  • Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
  • Understand the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
  • Natural abilities to promote collaborative working environments.
  • Actively understands and embraces customer satisfaction tenets.
  • Technical degree
What We Offer:
  • Competitive pay
  • Medical (multiple options), vision, and dental insurance
  • Company-provided life insurance and both short- and long-term disability
  • 401(k) retirement savings with a company match
  • 100% Tuition reimbursement
  • Parental leave and adoption assistance
  • 3:1 match for charitable donations

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.



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