Product Support Specialist at Itw

Job Description:

Overview:

As the Product Support Specialist, you will lead technical training development and deployment to internal staff and customers, resolve escalated technical issues, inform new product development, share knowledge across inspection technologies and maximize the performance capability of our inspection systems.

The ideal candidate will blend strong technical acumen with hands-on experience, customer-facing communication.

Responsibilities:

• Design and lead comprehensive technical training programs for sales, service, customers and support teams, both remotely and on-site. Building, refining, and expanding internal and external training programs to support evolving technologies and market needs.
• Understand latest product trends and technologies, how our products compare against the competition clearly identifying our strengths and gaps and use this knowledge to support the commercial teams.
• Establish and manage a comprehensive Metal detection system program covering validation, calibration, repair, upgrades, and replacements for multiple brands.
• Establish consistent standards and procedures to support performance optimization across diverse product lines.
• Act as the technical escalation point for complex service or product issues. Providing expert-level troubleshooting, root cause analysis, and resolution support.
• High quality reporting of customer issues, resolutions, and continuous improvement recommendations. Taking an active role in quality processes and meetings (QICAT).
• Analyze and interpret product/technical specifications from our customers to prepare and complete product testing. Evaluate equipment performance to identify opportunities to demonstrate full product capabilities.
• Recommend redesigns or enhancements based on performance data and customer feedback. Share insights to help inform early-stage new product strategy.
• Serve as the subject matter expert on inspections systems across Loma and competitor equipment and educate our sales & service teams on competitor equipment.
• Engage with internal and external customers on product-related and technical topics. Participate in customer meetings, marketing events, and trade shows.
• Attend customer sites to help our sales teams secure high values sales opportunities 

Qualifications:

• 7+ years of progressive experience in technical support, training, or product engineering—preferably within the product inspection, automation, or industrial equipment sectors.
• Willingness to travel regularly including overnight stays to site to support product issues, complaint resolution or commercial opportunity. Able to provide voice of customer insight.
• Able to write clear, accurate and concise reports.
• Ability to use/learn our ERP/CRM system Microsoft Dynamics365 and Microsoft Suite Products.
• Driver's License
• Proven leadership in cross-functional environments and customer-facing situations.
• Strong communication skills with the ability and willingness to train, influence, and guide both internal teams and external customers.
• Proficiency in analyzing technical problems and developing robust solutions.
• A role model of Loma’s behaviors (Trusted Advisor, Hands-on, One Team, Positive Mindset, delivering on our Commitments, Taking the initiative), and ITW Values.

Desirable:

• Deep understanding of inspection system technologies, including metal detection, x-ray, and check-weighing.
• Bachelor’s degree in Engineering, Technology, or a related field (or equivalent experience).
• Previous People Management Experience.

Compensation Information:

90-120k/year

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.