Application Engineer, Field Support

Illinois Tool Works (ITW) is a Fortune 200 company that produces diversified products in global markets.  Some of its products include welding equipment, automotive components, construction materials and commercial food equipment.  The Food Equipment Group is one of seven ITW decentralized business segments.  Reporting to the Sr. Manager of Quality and Customer Support, the

Application Engineer  works in the Warewash Division at its Troy, Ohio, facility located 20 minutes north of the Dayton. The Warewash Business Division produces Hobart, Stero and Somat branded commercial dishwashers, waste equipment and disposers used in hotels, retail, restaurants, cruise ships, schools, universities, and other environments.  We are the industry leader and seeking to expand our growth in existing served markets as well as new markets.  We are in search of an Application specializing in product quality and customer relations.

Summary of What you Will Do:

As an Application Engineer in The Warewash Division you will provide direct support to our customers by responding to escalated product quality concerns in the field and providing training for customers and service technicians. The successful candidate will meet customer needs through excellent support to maintain product uptime. This individual contributor position will be responsible for advising field service technicians, field/lab testing support and supporting customers to resolve quality concerns. This position works from the ITW Hobart Technology Center in partnership with the Design Engineering and Quality Teams to meet customer needs.   

What you will do:

• Interact directly with customers and build relationships through issue resolution

• Provide support to service technicians to successfully repair products in the field

• Apply problem solving methodologies to determine root cause of quality issues

• Become a technical expert of Warewash products and features

• Administer maintenance training programs for key accounts and strategic partnerships

• Support lab life testing and part returns w/reports

• Support lab machine testing w/reports

• Work with the Technical Publications and Service Training teams to refine documentation

What we are looking for:

• Enthusiasm for interacting directly with customers or end-users

• Knowledge of engineering quality and testing practices

• Brings energy and drive to challenges while maintaining a positive, results-oriented mindset

• Technical understanding of commercial dishwashing equipment

• Ability to troubleshoot and repair warewashing equipment in the field

• Passion for continuous improvement through root cause analysis and problem-solving skills

• Experience with electrical and mechanical trades

• Experience with data collections through DAQ systems

• An individual to support the Quality Management Systems

• Availability to travel as needed for work (approximately 50% of the time)

• Flexibility for after hours support

Education and experience:

Required:

• Associate’s degree in Engineering or a related technical field and 5+ years of relevant hands-on experience; OR an equivalent combination of relevant education, technical training, certifications, and 5-7 years of relevant hands-on experience demonstrating the knowledge and skills required for the position. 
• Customer service experience

Preferred:

• MS Office application proficiency
• Experience reading drawings and technical documents
• Food equipment industry experience
• Warewash or similar product maintenance and repair experience

We are an equal opportunity employer, where we value the strengths of all team members.  We offer competitive compensation and benefits and an exciting work environment. 

ITW is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.