Software Product Support Engineer

Company Description

ITW Description:

Founded in 1912, ITW (NYSE: ITW) is a global industrial company centered on a differentiated and proprietary business model. The company’s seven industry-leading segments leverage the ITW Business Model to generate solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required. ITW’s more than 46,000 dedicated colleagues around the world thrive in our decentralized, entrepreneurial culture. In 2022, the company achieved revenues of $15.9 billion, with roughly half coming from outside North America. To learn more, please visit www.itw.com.

Division Description:

ITW Electronics Assembly Equipment (EAE) Division is made up of four brands strongly recognized by Contract Manufacturers and OEMs in the Electronics and Industrial Markets.  The Division designs, develops, manufactures, and markets capital equipment primarily used in the assembly process of Printed Circuit Boards (PCBs) and other industrial applications. In 2022 the Division had revenues above $225M and is positioned for above market rates of growth. For more information visit: www.itweae.com

Job Description

We are seeking a highly skilled and dedicated Software Product Support Specialist to join our team.  In this new role, you will play a pivotal role in ensuring the seamless installation and effective functioning of our solutions for connectivity between our equipment and our customer’s MES systems.   This includes direct installation support and troubleshooting as well as leading the development of an overall global support structure and strategy.  You will educate and train our customers, sales reps, and field service team on our solutions to ensure a smooth process from quote to installation.  You will have a key voice in shaping our future integration solutions working alongside our Product Management, Sales, and Software Engineering teams.  Your technical expertise, problem-solving abilities, and strong communication skills will be essential in providing top-notch support to our customers, optimizing system performance, and driving overall customer satisfaction.

Responsibilities:

• Technical Expertise:  Develop and maintain a comprehensive understanding of the operational and software intricacies of all current production ITW EAE equipment and associated processes, with particular emphasis on our MPM and Camalot product lines.
• Program Management:  Lead the development and management of a global post-sales MES support structure which includes defining tiers of service and pricing strategies. 
• Installation and Configuration Support:  Provide remote or on-site support to our field service engineers and distributors during installation and configuration, to minimize downtime and avoid the need for subsequent onsite visits.   

• Post-Sales Support: Act as the primary point of contact for customers after the sales process is completed. Address their technical inquiries, troubleshoot issues, and provide guidance to ensure a smooth implementation and ongoing use of our communication protocols.

• Training and Onboarding: Conduct training sessions for customers and internal teams to impart knowledge on the capabilities, usage, setup, and troubleshooting of our communication protocols to connect to customer MES.  Provide comprehensive onboarding support to ensure clients are well-equipped to utilize the system effectively.
• Documentation: Assist with the creation and maintenance of detailed documentation, including integration guidelines, troubleshooting procedures, and best practices, to aid customers and internal teams.
• Quality Assurance:/Testing & Validation: Participate in the testing and validation of communication protocols in lab environments and onsite to ensure they meet the highest standards of functionality, reliability, and security.
• Collaboration: Collaborate closely with cross-functional teams, including Sales, Engineering, and Product Development, to relay customer feedback and contribute to product improvement and development processes.
• Customer Communication:  Maintain clear and professional communication with customers, addressing inquiries, providing status updates, and managing expectations throughout the integration process.
• Continuous Improvement:  Stay abreast of industry trends, emerging technologies, and advancements in Industry 4.0 as it relates to the SMT industry to continually enhance the product support process.  Identify areas for process improvement in MES integration an