Product Support Engineer
at ITW Employee Network

Date Posted: 10/28/2019

Job Description

Instron® is a global organization that designs, manufactures, sells and services materials testing systems. Instron is a clear global leader in materials testing applications and its leadership in the marketplace is continually expanding. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.
 
Summary:
 
Responsible for providing a high level of technical support to our customers and field-based engineers.  This position is primarily focused on providing software, electronic, mechanical, and application support on all Instron systems.  This assistance and support are provided primarily via the telephone, but this position also offers a great deal of hands on technical and project-based work.  Must respect and adhere to department goals and expectations.   
 
 
Principle Duties and Responsibilities:
 
  • Provides technical assistance to customers and to field service engineers on all Instron equipment and (or) software driven products. This assistance is usually provided via telephone, email, Instron Connect, web requests, or travel to customer’s sites (occasional).
  • Assists in the training of field service engineers in the operation and maintenance of basic electromechanical and servo-hydraulic equipment.
  • Responsible for providing information in the form of field bulletins or notifications to field engineers that will assist in them performing more efficient and reliable service.
  • Always look for opportunities and make recommendations to improve procedures, product design to enhance reliability, maintainability, serviceability, and usability.
  • Take on daily support problems which will require trouble shooting, skill development, documentation review, then summarize and implement a corrective action plan to solve problems. The range of activity associated with a corrective action plan could include system electronic, mechanics, software, and applications.
  • Required to maintain customer support call information in the service database (Astea) in appropriate detail, manage open queue call to a reasonable level and account for daily work hours in the database.
  • A team player with a good demeanor, good attitude, courteous, motivated, helpful and curious to help and learn. Willing to take on more than your fair share of the workload to allow others to focus on other related activities.
  • Strong internal drive. Customer focused and willing to go the “extra mile” to resolve issues.
 
Knowledge, Skills and Abilities Required:
 
  • Systematic troubleshooting of complex electromechanical and/or servo-hydraulic systems.
  • Strong Interpersonal skills necessary dealing with internal and external customers and field service personnel over the telephone.
  • Ability to multi-task. This will involve tracking multiple support issues, tasks and projects.
  • Self-motivated and can work independently with a minimum of supervision.
  • Present a good attitude and team ethic.
  • Must be knowledgeable and able to use a variety of hand tools and electronic equipment.
  • Thorough understanding of PC’s, Windows, and the ability to learn a wide variety of software applications.
  • Understand the interaction between software and hardware on electromechanical and/or servo-hydraulic devices.
  • Promotes teamwork among their colleagues.
  • Sets high expectations for their colleagues and themselves.
  • Willing to share concerns and ideas.
  • Takes an active role in meeting responsibility with a “can do” attitude.
  • Actively understands and embraces customer satisfaction tenets.
  • This person must be curious to learn, grow their skills, and take risk with an eye toward personal growth. 
 
Working Conditions:
 
  • Normal plant environment with some exposure to grease, dirt, noise, and operational equipment.
  • Occasional national/international travel will be required.
 
Educational Requirements:
 
  • Technical degree – bachelor’s degree in a technical area, or equivalent.
  • At least 2 to 3 years’ experience in a technical area.
  • Customer relationship experience (at least 1 yr)
 
Take this opportunity to join a successful and enthusiastic global team where you can make a significant impact immediately. Enjoy a competitive salary and generous benefits that includes health, dental, life and LTD insurance, 401k (with match), and a 100% tuition reimbursement program. Instron is an Equal Opportunity/Affirmative Action employer. We employ, train, compensate and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law.


Job Snapshot

  • Employee Type: Full-Time
  • Location: Norwood
  • Job Type: Engineering
  • Experience: Not Specified
  • Date Posted: 10/28/2019

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