Founded in 1912, Illinois Tool Works Inc. (NYSE: ITW) is a diversified, Fortune 200 manufacturing company that delivers specialized expertise, innovative thinking and value-added products to meet critical customer needs in a variety of industries. Ranked among Fortune Magazine’s most admired companies, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. These divisions serve customers and markets around the globe, with a significant presence in developed as well as emerging markets.

VULCAN EQUIPMENT DIVISION

For more than 150 years, Vulcan has been recognized by chefs and operators around the world as the best-in-class supplier for premier, energy-efficient foodservice equipment. Trusted for durable design, precision performance and state-of-the-art innovation, professionals rely on Vulcan equipment to produce spectacular culinary results each and every time.

FUNCTION:

The Technical Product Specialist provides detailed technical support and product knowledge to field service technicians, marketing/salespeople, and end users, including installation of equipment, troubleshooting, and providing parts/warranty information.

RESPONSIBILITIES:

• Will function as a 2nd level support person for all of Vulcan’s steamers, kettles, braising pan, and combi ovens. Works with Hobart and other service groups to provide equipment support.

• Handle all incoming customer requests via email, phone, or other sources.

• Respond to all requests in a timely manner.

• Recognizes quality assurance issues that may come from the field.

• Supports development of solutions that address customer needs.

• Works closely with Parts and Service organizations.

• Helps with guiding and managing service training efforts.

• Helps update product literature and documentation including manuals and spec sheets.

• Works independently with little supervision while managing difficult and high-pressure customer situations.

• Goes to customer sites occasionally, either alone or with salespeople and/or engineers.

• Reviews problem parts/units in the engineering lab, including testing.

SKILLS / ABILITY:

• Must have excellent customer facing skills and the ability to demonstrate professionalism in interactions with both end users and field technicians.

• Must be capable of learning about a diverse set of products and the continual updates happening on each product line.

• Hands on approach/willingness to get in and work on equipment.

• Superior communication skills with an ability to quickly and effectively resolve customer issues and defuse conflict.

• Strong mechanical, electrical, and computer competency.

• Experience with electrical and mechanical assemblies.

• Ability to read/interpret electrical schematics.

• Familiarity with test equipment, such as multimeters, leak detectors, combustion analyzers, etc.

• Good organizational/record-keeping skills.

• Must be a team player.

• Ability to multi-task and work on several issues at once.

• Willingness to travel to problem sites/locations.

• Required to work from office 100%.

EDUCATION AND WORK EXPERIENCE:

• High School Graduate or GED

• 1 - 3 years Technical Support, Engineering/QA, Food Equipment repair or equitable work experience in a relatable field.

PREFERRED EXPERIENCE

• CRM experience

• Commercial kitchen equipment experience

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS:

• Office & Engineering Lab Environment

• Travel up to 10%

• Lifting up to 35 lbs

  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. _

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. _

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.