Technical Product Advisor

2 weeks 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 entity that delivers specialized expertise, innovative solutions, and value-added products to meet critical customer needs across various sectors. Recognized among Fortune Magazine's most admired companies, ITW emphasizes solid growth, enhanced profitability, and strong returns across its global platforms and divisions.

VULCAN EQUIPMENT DIVISION:
For over 150 years, Vulcan has been acknowledged by chefs and operators worldwide as the premier supplier of energy-efficient foodservice equipment. Renowned for durable design, precision performance, and cutting-edge innovation, professionals depend on Vulcan equipment to achieve 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 personnel, and end users. This includes equipment installation, troubleshooting, and providing information on parts and warranties.

Key Responsibilities:
  • Act as a secondary support resource for all Vulcan's steamers, kettles, braising pans, and combi ovens, collaborating with Hobart and other service teams to provide equipment assistance.
  • Manage incoming customer inquiries through various channels.
  • Ensure timely responses to all customer requests.
  • Identify quality assurance issues arising from the field.
  • Assist in developing solutions that cater to customer requirements.
  • Collaborate closely with Parts and Service teams.
  • Contribute to the guidance and management of service training initiatives.
  • Help update product literature and documentation, including manuals and specification sheets.
  • Work independently with minimal supervision while handling challenging and high-pressure customer situations.
  • Occasionally visit customer sites, either independently or alongside sales representatives and/or engineers.
  • Evaluate problem parts/units in the engineering lab, including conducting tests.
Required Skills and Abilities:
  • Exceptional customer-facing skills and professionalism in interactions with both 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 resolve customer issues swiftly and defuse 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, leak detectors, and combustion analyzers.
  • Good organizational and record-keeping capabilities.
  • Team-oriented mindset.
  • Capacity to multitask and address several 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, Food Equipment repair, or a related field.
Preferred Qualifications:
  • Experience with Customer Relationship Management (CRM) systems.
  • Familiarity with commercial kitchen equipment.
Physical Requirements/Working Conditions:
  • Office and Engineering Lab Environment.
  • Travel up to 10%.
  • Ability to lift up to 35 lbs.

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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