Job Description:

Basic Description:

Responsible for providing excellent technical and application support for Welding Accessories and Cutting Division products (Welding Helmets, Fume Extraction & Respiratory, Training Solutions, Gas Equipment & Regulators and Welding Systems Parts & Consumables). Responsibilities include diagnostic troubleshooting and administering the warranties.

Job Responsibilities:

• Handle calls, emails and online chats relating to service, repair and product applications including parts look up.
• Work with customers to troubleshoot (electrically and mechanically), diagnose, repair and maintain products including hardware and software update.
• Create, follow up and close service files in the Service Warranty system to effectively administer warranty claim.
• Repair and test returned equipment from the field and collaboratively work with Engineering and Product Management to resolve the issue, identify trends and improve warranty.
• Participate on product development and product support initiatives by working with the supplier’s technical team.
• Occasional travel to customer locations for technical support of the product

Position Requirements:

• Associate Degree in Electronics, Electro-Mechanical Technology or related field
• At least one year of customer service and troubleshooting experience
• Basic knowledge of welding processes, electrical and mechanical components of a welder preferred
• Experience in utilizing Microsoft Office suites and other online programs
• Experience in troubleshooting and diagnostic skills for Level 1 computer hardware and software issues and installing applications within Microsoft Windows operating system
• Good communication and listening skills
• Team player who possess the ability to make independent decisions and follow through to completion

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.

As an 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.