Tool Application Specialist

Victaulic Company; Easton (Northampton County); On-site; USD 65,000 - 90,000; Full time

Job summary

Victaulic seeks an experienced engineer or field technician to support tool inquiries for the US customer base. You will interface with end-users and internal Victaulic teams to provide technical tool support while coordinating with a global audience as needed.

Responsibilities include direct customer interaction on-site and remote, assisting with product installations, literature, and training, and collaborating with design and management teams on new initiatives and cost reductions.

Qualifications

• Proven hands-on mechanical aptitude with ability to troubleshoot and explain mechanical systems.
• Strong customer service and interpersonal skills across technical backgrounds.
• Ability to translate complex technical concepts into plain language for jobsite personnel.
• Direct customer facing experience in field service or similar capacity.
• Electrical diagnostic ability, including familiarity with PLCs.
• Willingness to travel up to 35% nationally and internationally.
• A degree is valued but not required; technical degree or equivalent hands-on experience.

Responsibilities

• Interface with end-users via phone and on-site visits to address product inquiries.
• Collaborate with US and global design teams on new product initiatives and cost reductions.
• Coordinate technical support within the US Engineering Services Team.
• Gather beta site feedback on new or revised product concepts.
• Evaluate product returns and drive literature and instruction updates.
• Support literature, work instructions, and installation guidance for end users.

Skills

Mechanical aptitude

Customer service

Troubleshooting

Communication

Travel readiness

Education

Technical degree or equivalent

Tools

Electrical diagnostics

PLC troubleshooting

Job description

Position Overview

The Victaulic Tool team is looking for an experienced engineer or field technician to support tool related inquiries within the US customer base. This individual will interface with end-users and internal Victaulic teams (Product Management, Engineering, Marketing, Operations, Sales) primarily providing technical tool support to Victaulic's customers. While primary interactions will be within the Domestic US market, there is an expectation for Global interface on an as needed basis.

Primary Responsibilities

• Direct interface with end-users with product questions or concerns (phone & site travel).
• Work with Design Teams (Primarily US, but also global team) on New Product Initiatives, cost reduction initiatives, redesigns etc.
• Coordinate Technical support and understanding within the US Engineering Services Team.
• Coordinate Beta site feedback on new or revised product concepts.
• Evaluate product returns.
• Drive literature and instruction enhancements based on direct interaction with customers.
• Work with Product Management, Design Engineers, ES and Marketing on all literature, work instructions, etc. required to support the end-user. This includes new and revised literature.

Critical Job Segments

Provide general support to sales organization. This includes telephone and written correspondence, joint calls with sales personnel to address customers technical inquiries, and investigating field installations as to product usage and performance. Address direct customer and/or prospective customer inquiries regarding Victaulic product features, benefits, and applications. Understand, educate, and demonstrate proper use of Victaulic products. Instruct proper tool operation and tool maintenance practices to the customer and their staff at job site locations. Serve as an internal resource on product issues, representing the customer's needs. Serve as a corporate resource for jobsite, product installation and tool issues. Continually update personal knowledge of Victaulic products, competitive products, and markets. Understand the contents of Victaulic literature required for proper product use and tool operation. Explain to jobsite personnel where to find and how to use pertinent information contained within our literature. Distribute this information freely to jobsite personnel to ensure a better understanding of proper installation techniques. Perform additional related projects as assigned by the Manager of Engineering Services or Group Leader.

Qualifications

What we're looking for

• Proven hands-on mechanical aptitude with the ability to troubleshoot, operate, and explain mechanical systems and tools. This is the foundation of the role.
• Strong customer service and interpersonal skills; comfortable building rapport with customers, technicians, and end-users across all technical backgrounds.
• Ability to translate complex technical concepts into plain language for jobsite personnel, you make the complicated simple.
• Direct customer facing experience in a field service, technical support, or similar capacity.
• Electrical diagnostic ability, including familiarity with PLCs and general electrical troubleshooting.
• Self-motivated and proactive, with strong organizational skills and the ability to manage competing priorities in a fast-paced environment.
• Willingness to travel up to 35% nationally and internationally on occasion.
• A degree is valued but not required for the right candidate. Bachelor's or Associate's Degree in a Technical field, or equivalent hands-on field experience.

EQUAL EMPLOYMENT OPPORTUNITY

Victaulic is an Equal Employment Opportunity employer (EOE/M/F/Vets/Disabled) and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, gender, color, religion, national origin, age, disability, veteran status, sexual orientation, genetic data, or other legally protected status. Background checks may be required as part of our pre-employment process.