Technical Service Engineer

Company Description

Pillar Technologies, a business unit of Illinois Tool Works (ITW), is a leader in the design and manufacturing of surface treatment equipment and induction sealers.  Located in Hartland, WI, the lake country area of greater Milwaukee, Pillar is well positioned for growth. Pillar boasts a small company feel with the backing, benefits, and stability of a large organization. We recognize the importance of customer service, technological innovation, and the key role our employees play in the company’s success.

Founded in 1912, Illinois Tool Works Inc. (ITW) is one of the world’s leading diversified manufacturers of specialized industrial equipment, consumables and related service businesses. Through a unique business model focused on decentralization and an entrepreneurial culture, business units are encouraged to innovate and execute ITW’s front to back process. ITW businesses serve local customers and markets around the globe, with a significant presence in developed as well as emerging markets. The company has operations in 56 countries that employ more than 50,000 women and men who adhere to the highest ethical standards.

Job Description

The technical service engineer plays a key role in supporting customers using our equipment by diagnosing issues, offering resolutions, and providing in field support as needed. The ideal candidate will demonstrate a high technical aptitude and willingness to learn the details of how our equipment works. The technical service engineer should have strong verbal and written communication skills and be comfortable with phone calls, video meetings, and face to face interactions with customers. The technical service engineer reports directly to the engineering manager.

Essential Duties and Responsibilities

• Professional interaction with customers in person and over the phone guiding them through machine start-ups, repairs, and technical issues.
• Travel to customer plants to repair, install, or analyze our products.  Travel requirements vary, but average 20-25%, primarily domestic but could include international travel.)
• Train customer personnel on proper use and maintenance of equipment.
• Examine equipment to determine services and/or repairs; analyze inspection reports
• Manage schedules and assignments for work activities, based on customer needs, work priority and available resources. 
• Dismantle defective machines for repair at the customer location, using hand tools.
• Inspect, test, and measure completed work, using devices such as hand tools or gauges to verify conformance to standards or repair requirements for functionality and safety
• Audit and present opportunities for additional company products and services to the customer
• Quote service trips including time, materials, and travel cost estimates
• Assist in the settlement of product warranty claims as required. 
• Additional duties as assigned

Reports to: Engineering Manager

Qualifications

The ideal candidate will have a two-year technical degree along with three to four years of relevant experience. Candidates with comparable experience and/or skills are encouraged to apply. Additional qualifications include:

• Strong working knowledge and skill in mechanical and electrical assemblies.
• Excellent written and verbal communication skills.
• Team player that can establish effective rapport with all levels of employees and customers
• Ability to take initiative and organize your own work independently 
• Professional approach to customer service
• Solid computer skills (MS Office applications and Windows-based programs)

Additional Information

Physical Demands

While performing the duties of this job, the employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms.  The employee is required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl; talk or hear.  The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close, color, peripheral, depth perception, and ability to adjust focus.

Work Environment

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and electrical hazards.  The employee is occasionally exposed to fumes, airborne particles, toxic or caustic chemicals.  Safety, including proper PPE is a priority.  The noise level in the work environment is usually moderate.

ITW was built on innovation and the strength of new ideas. These values have helped us expand into multiple platforms in nearly 60 countries. But at each of our businesses, the independent entrepreneurial spirit and freedom to in