Manufacturing Technical Support Specialist

Job Description:

ITW Description:

Founded in 1912, ITW (NYSE: ITW) is a global industrial company centered on a differentiated and proprietary business model. The company’s seven industry-leading segments leverage the ITW Business Model to generate solid growth with best-in-class margins and returns in markets where highly innovative, customer focused solutions are required. ITW’s 45,000+ dedicated colleagues around the world thrive in our decentralized, entrepreneurial culture. In 2025, the company achieved revenues of $16.0 billion and an Operating Income of 26.3%. To learn more, please visit www.itw.com.

Division Description:

ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEM’s in the Electronics and Industrial Markets.  The Division designs, develops and assembles capital equipment primarily used in the assembly process of Printed Circuit Boards (PCB’s) and other industrial applications. In 2020, these companies had revenues of approximately $200M and is positioned for above market rates of growth.  

Position Summary:

The Manufacturing Technical Support Specialist is the first point of contact (via phone, email or on-site visits) for external customers and distributors seeking technical assistance with equipment issues and spare parts needs.  As a person assisting our customers in maintaining high levels of equipment productivity and knowledge, this role has high visibility within the organization and directly impacts customer satisfaction and loyalty. 

Primary Responsibilities:

• Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues.
• Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
• Assist customers with general technical product information and parts identification requests.
• Provide feedback to Engineering on high failure components.
• Review and recommend critical spare parts inventory for global hubs to reduce customer machine down time.
• Log Out of Box Quality (OOBQ) issues reported by Field Service, 3rd party service partners or customers for factory quality review.
• Work with the Field Service Manager to promptly coordinate and schedule on-site service.
• Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.

Position Skills and Experience Requirements:

• Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred
• Minimum of 2 years of relevant technical or field service experience
• Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults
• Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software
• Excellent customer service skills with the ability to build and maintain positive customer relationships
• Understanding of customer satisfaction and retention principles
• Effective conflict resolution, problem-solving, and negotiation skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Strong verbal and written communication skills
• Ability to manage multiple priorities and work independently with minimal supervision
• Willingness and ability to travel domestically up to 10% of the time

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is :$72,500 - $85,000 . Enjoy competitive compensation and generous benefits that includes Health, Dental, Vision, Life and LTD insurance, Paid Parental Leave, 401k (with match), a generous tuition reimbursement program and more. 

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.