Technical Support Engineer

ITW - Pelkie, MI

Full-time - Mid Level

Pelkie, MI

10,001+ employees

Computer and Electronic Product Manufacturing

About the position

The Technical Support Specialist at ITW GSE will provide full-time phone and email technical support for the GPU and PCA product line. This role is essential in assisting customers with technical inquiries, managing parts orders, and conducting product training. The position is based in the Palmetto facility and is part of the Customer Support Team, focusing on enhancing customer satisfaction through effective support and problem resolution.

Responsibilities

• Respond to first line technical support requests via email or phone calls.
• Assist customers in ordering parts and determining required components.
• Archive service reports for work orders and warranty claims.
• Conduct customer product training sessions.
• Test spare power modules and perform software programming for spare orders.
• Manage customer support stock items and process spare orders.
• Collaborate with Sales Director, Senior Manager, and Accounting to manage customer accounts, including terms, limits, and discounts.
• Assist R&D with root cause analysis of component failures.
• Track trends in equipment issues to identify improvement opportunities.
• Maintain a good work environment and develop tools, documentation, and instructions.
• Document and maintain a knowledge database for customer inquiries.
• Initiate primary warranty claims and assist with on-site testing, commissioning, and technical support.
• Create and assist Product Managers in developing customer work instructions and updating manuals and maintenance documents.
• Utilize metrics to ensure superior customer support and set departmental improvement goals.

Requirements

• Minimum five (5) years' experience in troubleshooting and repairing power generating equipment.
• Prior experience with aircraft ground support equipment is preferred.
• Exceptional troubleshooting skills using schematics, technical manuals, and assembly drawings.
• Experience with mobile diesel GPUs, solid state frequency converters, engine-driven generators, solid state power inverters, and pre-conditioned air systems.
• Bi-lingual (English/Spanish) is a plus but not required.
• 2-year associate/technical degree in electronics or electrical engineering, or military technical 'C' school is acceptable; job experience can substitute for education.
• Exceptional interpersonal and communication skills, both phone and email.
• Excellent computer skills, fluent in Microsoft Office suite.