Field Service Manager/Engineer

ITW - Glenview, IL

Full-time - Mid Level

Glenview, IL

251-500 employees

Computer and Electronic Product Manufacturing

About the position

The Field Service Manager/Engineer at Magnaflux is responsible for providing exceptional after-market service, training, and support to customers. This role is critical in ensuring customer satisfaction and involves technical problem-solving, collaboration with engineering teams, and managing service requests. The position requires a customer-centric approach and the ability to travel domestically and internationally to meet customer needs.

Responsibilities

• Deliver exceptional customer value through outstanding service performance and delivery.
• Lead technical resolution of customer complaints related to capital equipment performance or process control.
• Coordinate and drive troubleshooting efforts with the Engineering team to resolve complex technical issues.
• Manage support requests through Salesforce Service Cloud, including inquiries about obsolete equipment and service parts pricing.
• Evaluate, train, and coordinate a network of Service Centers, conducting annual training sessions for accreditation.
• Maintain a working knowledge of all equipment and accessories supported through Service Centers.
• Identify opportunities for additional revenue growth with customers and inform the sales team of potential leads.
• Collaborate with Quality and Engineering teams to address product quality and performance issues.
• Monitor technical support inquiries to identify trends and determine appropriate actions.
• Maintain pricing for service parts and process warranty invoices efficiently.
• Support customer capital equipment run-offs and conduct on-site training for customer personnel.

Requirements

• Bachelor's degree in Electrical Engineering or Mechanical Engineering or equivalent.
• Minimum of 5 years relevant experience in technical support/service support.
• Experience working with direct customers in a technical capacity.
• Experience in electrical components, troubleshooting, and electrical safety.
• Basic PLC troubleshooting experience is beneficial; willingness to undergo training if not possessed.
• Ability to read and interpret technical specifications, engineering drawings, and procedure manuals.
• Excellent organization and project management skills.
• Ability to communicate effectively with internal and external stakeholders.
• Demonstrated ability to troubleshoot with customers and technicians.
• Mathematical skills for scientific computations and business applications.
• Excellent problem-solving and decision analysis skills.
• Ability to work in a standard office and plant manufacturing environment, with the ability to lift up to 55lbs.

Nice-to-haves

• Experience with basic PLC troubleshooting.
• Proficiency in Word, Excel, and Outlook.

Benefits

• Affordable Medical, Dental, Vision Insurance
• HSA/FSA with a company match
• Income Protection Benefits
• Industry Leading 401(k) plan with company match
• Paid Time Off
• 12 Paid Holidays
• Parental Leave
• Matching Gift and Volunteer Program