Remote Customer Support Engineer Jobs in Lancaster, SC

Job Description:

Objective of role:

The Dillon Product Manager is responsible for providing support and driving development of the Dillon product portfolio, consisting of force measurement equipment including dynamometers, force gauges, and tension meters. Reporting to the Dillon Segment Manager, this role is focused on driving innovation of mechanical products in an industrial manufacturing environment. The Dillon Product Manager will partner with marketing and engineering teams to help design product improvements and create collateral based on market insights. This role will provide technical support to the sales channel and end users through product demonstrations and virtual support. The Dillon Product Manager will assess and prioritize customer and market requirements, working in collaboration with internal stakeholders to bring to market winning, new solutions. Understanding of customer applications will be imperative to ensure ideal mechanical solutions are realized and delivered.

Expectations:

This position requires troubleshooting aptitude in mechanical engineering or electronics. This person will be a highly motivated individual able to focus on quality issue resolution, reactive troubleshooting, and project management. Strong communication skills are needed to both gather insights and provide support to the sales channel and internal stakeholders. The product manager will be an analytically minded contributor to creating technical resources and marketing collateral for both existing and new products.

Main Duties and Responsibilities:

• Keep current on industry/market trends and regulatory requirements for Dillon applications
• Remain aware of the competitive and market landscape to understand customers’ alternative solutions and Dillon’s relative positioning
• Interact with end users and channel partners to comprehend, articulate, and leverage customer applications and values to drive creation of differentiated products
• Support the design and development of new products within the Dillon Product Portfolio
• Perform product testing, gathering of relevant experimental data, and data analysis in support of product upgrades and new product development
• Articulate Dillon’s value proposition and product capabilities to train sales and support teams as appropriate, including collaboration in the development of sales tools and marketing collateral
• Provide product training and technical support to internal teams, sales channel, and end users
• Assist in attending tradeshows in conjunction with the Dillon direct sales team
• Contribute to examining potential viability of new applications with Dillon’s product portfolio
• Log incoming communications and activities related to technical support for analysis to drive product, process, and collateral improvements

Qualifications:

• Associate’s degree and/or equivalent ITW experience
• 2+ years in Product Management, Product Development, Technical Support, Engineering, or Marketing
• Must be proactive and display a high level of initiative
• Demonstrated customer service skills
• Proficient with Microsoft Office Products to include Outlook, Word, Excel, and PowerPoint
• Ability to perform product demonstrations, effectively translating features into values
• Ability to adapt to changing circumstances, remain calm in stressful situations, and adjust plans to meet changing needs
• Ability to communicate effectively verbally and in writing
• Demonstrated ability to lead basic technical training seminars
• Requires strong interpersonal skills and the ability to build trust and rapport with the distribution channel, business units, and internal sales teams
• Must have valid passport for international travel or ability to obtain one

Preferred Qualifications:

• BS/BA in Engineering or other technical background
• Experience in Customer Service / Technical Support / Account Management
• Diagnostic logic development
• Experience in technical position
• Strong mechanical, software, or electrical knowledge
• Experience in the design and development phase of new products
• Experience in bringing new products to market
• Experience with ITW business and products

#LI-Remote

Compensation Information:

$80,800 - $121,200

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.