Service Technician - Commercial Solutions Divison

Company Description

Miller® is about building things that matter. We lead the welding industry in building advanced, solution-focused products and meeting crucial needs for welding safety and health.

We’re about the partnership and the work. Our products are designed with our users for manufacturing, fabrication, construction, aviation, motorsports, education, agriculture and marine applications.

Miller Electric Mfg. LLC, is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW). The company maintains its industry leadership by setting the standard for reliability, quality and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products. Miller keeps the tradition alive by focusing on its top priority: people.

Job Description

Service Technicians on our Engineering team play a crucial role as knowledgeable professionals engaging with our customers, Service Partners, and engineers to troubleshoot, repair, maintain, and evolve our innovative welding and plasma cutting systems within the Commercial Solutions Division of Miller Electric.

As the voice of our division, our Service Technicians must possess excellent communication, interpersonal, and technical skills as well as be adept in conflict resolution and enthusiastic about finding creative solutions to our customers unique challenges so that we may provide positive and memorable customer experiences. 

What you will do and impact:

• Handle inbound and outbound calls, emails, and live chats to provide accurate & satisfactory guidance on electrical and mechanical troubleshooting, parts selection, and proper application of our products to our service partners, end users, and sales representatives.
• Contribute to a multidisciplinary team of Electrical, Software, Mechanical, Manufacturing, and Welding engineers to develop products from original concept prototypes to production by providing guidance on technical documentation, parts lists, and design-for-serviceability strategy.
• Sustain existing product lifecycles by reviewing and revising parts lists, service parts kits, service memos, owner’s manuals, and technical manuals.
• Leverage data and insights gathered from customer calls to provide feedback to engineering team. Recommend and influence process improvements to reduce warranty claims and customer pain points.
• Demonstrate a commitment to safety-focused culture within the laboratory environment by working safely with electricity, hand tools, power tools, pneumatics, and electromechanical equipment to perform hands-on repairs of warranty-returned units, reconditioning them for sale.
• Manage challenging situations involving dissatisfied customers, offering patient assistance and support to identify their needs, research solutions, address complaints, and provide resolution.
• Maintain ownership of customer interactions throughout the lifecycle of their request, following-up and escalating as necessary.
• Create service files to effectively administer & document detailed warranty claims.
• Build relationships with our Service Partners, providing updates and information about their accounts, repair labor payment, shipping, and warranties.

Qualifications

What you need to do to be successful in this role:

• Be a highly motivated team player with a positive attitude and excellent interpersonal skills.
• Exhibit excellent verbal and written communication as well as strong active listening skills. The ability to write accurate and concise documentation is expected.
• Must be proficient in conflict resolution and problem-solving. Creativity and adaptability are key.
• Demonstrate the ability to collaborate effectively in a team environment and work as an individual contributor with minimal supervision.

Required Skills and Qualifications:

• Currently possess or enrolled and actively pursuing working toward an associate degree in Electronics, Electro-Mechanical Technology or related field.  Successful completion of degree required.  
• Familiarity and comfort in the use of schematics, multimeter, hand tools, and power tools
• Possess basic computer skills
• Capable of lifting up to 50 lbs
• Position requires bending, sitting, squatting, and standing
• Travel up to 5% may be required

Preferred Skills and Qualifications:

• At least one year of customer service
• At least one year of technical troubleshooting
• At least one year of welding experience
• Ability to