Technical Service Coordinator

Illinois Tool Works; Atlanta (GA); Remote; USD 50,000 - 85,000; Full time

Job summary

Join a dynamic team at a leading manufacturer where your technical skills will shine! As a Technical Service Coordinator, you'll provide exceptional support to customers, ensuring their equipment runs smoothly and efficiently. With a strong focus on innovation and customer satisfaction, this role offers the chance to impact service success positively. Enjoy a competitive salary and generous benefits while working in an environment that values your expertise and encourages your professional growth. If you're ready to take your career to the next level, this opportunity is perfect for you!

Benefits

Health insurance

Dental insurance

Life insurance

401k with match

Tuition reimbursement

Qualifications

• 5+ years of experience in equipment maintenance or related field.
• Ability to read and understand electrical schematics and PLC software.
• Strong computer skills to analyze data and trends.

Responsibilities

• Provide technical customer service and support for ITW systems.
• Diagnose equipment errors and perform troubleshooting.
• Maintain customer satisfaction and improve operational processes.

Skills

Remote troubleshooting

Technical repair

Customer service

Critical thinking

Communication skills

Education

AAS in Mechatronics

AAS in Electronics

Industrial Technology

Electrical Technology

Tools

Rockwell software

Microsoft Office

ERP systems

AS400

PDM

SmartSheet

Job description

Job Description:

ITW Hartness is a world class secondary packaging equipment manufacturer headquartered in the beautiful suburbs of Greenville, SC. Founded on the premise of cutting-edge innovation and a relentless commitment to our customers, ITW Hartness’ world class equipment is designed to our customers’ goals of continuous improvement throughout the production process.ITW Hartness is proud to be a Division of Illinois Tool Works (ITW).

ITW Description:

Since ITW’s founding more than 100 years ago, ITW has become one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables and related service businesses. ITW businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. The company has operations in 56 countries that employ more than 50,000 women and men who adhere to the highest ethical standards. ITW has 81 businesses divided into 7 Segments, which includes: Welding, Automotive OEM, Food Equipment Group, Construction Products, Polymers & Fluids, Test and Measurement & Electronics, and Specialty.

Take this opportunity to join a successful and enthusiastic global team where you can make a significant impact immediately.You will enjoy a competitive salary and generous benefits that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program for those who qualify.

Technical Service Coordinator:

The Technical Service Coordinator supports the success of the organization by providing world class technical service and support to ITW Hartness customers. This position will demonstrate excellent remote troubleshooting, technical repair, start-up, quoting, and scheduling skills to support ITW Hartness Field Service team. This position will support ITW Hartness customers by providing remote and on-site support while collaborating cross-functionally and exceeding customer service expectations. As a key member of the Field Service Team, our goal is to drive service success that improves customer satisfaction, maximizes customer retention, and increases profitability of ITW Hartness.

This position can be remote, but it is preferred that individuals be within driving distance from Hartness headquarters in Greenville, SC.

Roles and Responsibilities:

• Provide technical customer service and support for complex ITW Hartness and/or ITW Meurer systems.

• Diagnose equipment errors and technical problems to determine proper solutions to solve customer pain points.

• Perform remote and on-site complex service (repair and troubleshooting) of ITW Hartness and/or ITW Meurer systems. Services may include troubleshooting machinery, making required adjustments, performing audits, installing upgrades, installation, de-commissioning, and follow-up operator training.

• Maintain the department planning, quoting, scheduling, and service activities to maximize chargeable labor.

• Quote, schedule, and provide timely and accurate service for the clients, ensuring overall customer satisfaction.

• Maintain customer satisfaction by using creativity and ingenuity to investigate complaints, identify resolutions, suggest enhanced operating techniques, and recommend system improvements.

• Improve operational processes, within the Field Service organization that exceed customer expectations.

• Participate in and promote the 80/20 Toolbox projects in-line with ITW enterprise initiatives.

• 30% travel

• Other duties assigned.

Qualifications

• AAS in Mechatronics, AAS in Electronics, Industrial Technology or Electrical Technology or equivalent work experience.

• Minimum 5 years of experience in equipment maintenance and/or related field experience.

• Understanding and knowledge ITW Hartness and/or ITW Meurer product line(s).

• Ability to read and understand electrical schematics.

• Ability to read and understand Rockwell (or related) software including PLC, motion control, and Factory Talk.

• Basic networking knowledge to include unmanaged and managed switches, NAT cards and basic ethernet communications and the ability to troubleshoot it.

• Critical thinking skills to diagnose problems and repair issues in an effective manner.

• Able to demonstrate flexibility, sense of urgency, attention to detail, and professionalism.

• Strong, effective communication and organization skills.

• Strong computer skills (Microsoft Office, ERP, AS400, PDM, and SmartSheet) to analyze data and trends

• Physical ability to regularly lift 35 lbs., bend, and twist, stand and/or walk for an entire 10 – 12-hour shift. Able to work overtime or travel with short notice.

Additional information

All your information will be kept confidential according to EEO guidelines.

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

Asan equal employment opportunity employer,ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.