Technical Product Specialist

Summary

Join Vulcan Equipment Division, a part of Illinois Tool Works (ITW), as a Technical Product Specialist. You will provide comprehensive technical support and product expertise to various stakeholders, including sales, service, and end-users. This role demands strong problem-solving skills, mechanical aptitude, and the ability to effectively communicate technical information. You will collaborate with internal teams and travel to customer sites. The ideal candidate possesses a strong mechanical and electrical background, excellent communication skills, and a willingness to travel, including internationally. This position offers a blend of office and remote work.

Requirements

• Demonstrate professionalism in interactions with customers and field technicians
• Have a desire to learn a diverse set of products and continually improve product knowledge
• Ability to effectively resolve customer issues and defuse conflict
• Strong mechanical, electrical, and computer competency
• Experience with electrical and mechanical assemblies
• Read/interpret electrical schematics!
• Familiarity with test equipment
• Good organizational/record-keeping skills
• Be a team player
• Ability to multi-task
• Attention to detail
• Willingness to travel, including international (passport required)
• Be able to work from office or remote
• Strong Communication skills using phone, email, and video conferencing

Responsibilities

• Provide extended equipment technical support to relevant servicers
• Understand/define customer needs or problems
• Understanding of customer retention concepts
• Recognize quality assurance issues from the field
• Support development of solutions that address customer needs
• Work closely with Parts and Service organizations
• Help with guiding and managing service training
• Help update product literature and documentation including manuals
• Work independently with little supervision while managing difficult and high-pressure customer situations
• Go to customer sites from time to time alone or with salespeople and/or engineers
• Help engineering with testing and new product development in the lab

Preferred Qualifications

• Bachelor's degree preferred and 3 to 5 years of relevant experience
• CAD/SolidWorks
• Commercial kitchen equipment experience
• ITW experience