Technical Support Manager Jobs in Worcester, MA (NOW HIRING)

Job Description:

The Manufacturing Technical Support Specialist is the first point of contact (via phone, email or on-site visits) for external customers and distributors seeking technical assistance with equipment issues and spare parts needs.  As a person assisting our customers in maintaining high levels of equipment productivity and knowledge, this role has high visibility within the organization and directly impacts customer satisfaction and loyalty. 

Primary Responsibilities:

• Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues on all MPM Stencil Printing Devices and/or CAMALOT products.

• Escalate more complex customer issues as needed to the appropriate teams for timely resolution.

• Assist customers with general technical product information and parts identification requests.

• Provide feedback to Engineering on high failure components.

• Review and recommend critical spare parts inventory for global hubs to reduce customer machine down time.

• Log Out of Box Quality (OOBQ) issues reported by Field Service, 3rd party service partners or customers for factory quality review.

• Work with the Field Service Manager to promptly coordinate and schedule on-site service.

• Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.

Position Skills and Experience Requirements:

• Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred

• Minimum of 2 years of relevant technical or field service experience

• Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults

• Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software

• Excellent customer service skills with the ability to build and maintain positive customer relationships

• Understanding of customer satisfaction and retention principles

• Effective conflict resolution, problem-solving, and negotiation skills

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

• Strong verbal and written communication skills

• Ability to manage multiple priorities and work independently with minimal supervision

• Willingness and ability to travel domestically up to 10% of the time

Career Advancement Opportunities:

Employees in this role would be positioned to pursue future opportunities such as Technical Support Supervisor, Technical Support Manager or Field Service Engineer.  Depending on experience and degree, the employee could also consider opportunities in engineering or sales.

* ITW EAE is not currently hiring individuals who now or in the future will require sponsorship for employment visa status.

ITW is an equal opportunity/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. 

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email jsoares@itweae.com to request assistance. No other requests will be acknowledged.

Compensation Information:

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is :$76,000 - $96,000 . Enjoy competitive compensation and generous benefits that includes Health, Dental, Vision, Life and LTD insurance, Paid Parental Leave, 401k (with match), a generous tuition reimbursement program and more. 

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.