Job Description

Magnaflux is the global leader in non-destructive testing equipment and materials employed by the quality management teams of the world’s largest manufacturers. While you may not be familiar with our name, you have undoubtedly experienced the benefits that our products, services and employees have had on the performance and safety of many of the products that you come in daily contact with. Our mission is to make the world a safer place.

We are part of Illinois Tool Works Inc. (NYSE: ITW) a Fortune 300 global multi-industry manufacturing leader with revenue of $16.1 billion in 2023. The company’s seven industry-leading segments leverage the unique ITW Business Model to drive solid growth with best-in-class margins and returns in markets where highly innovative, customer-focused solutions are required.

As part of ITW, Magnaflux makes the below commitments to our team members:

A FOCUS ON WHAT MATTERS MOST

The ITW Business Model is our defining competitive advantage. By leveraging this Magnaflux reduces complexity and distractions to deliver best-in-class performance for our customers. Our focus has fueled our legacy of success, and we’re not stopping.

The ITW Business Model gives us the tools to focus on what’s most important at Magnaflux, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk.

EMPOWERED ENTREPRENEURSHIP

As part of Magnaflux, our people are empowered to think and act like business owners. Our decentralized, entrepreneurial culture is the key to how we execute and requires us to trust our people.

OPPORTUNITIES TO IGNITE YOUR FULL POTENTIAL

At Magnaflux we believe our people are the powerful force behind our success – that’s why we invest our time and resources into helping them grow their skills and interests. No matter where people start, they can grow their career at Magnaflux and as part of ITW.

PURPOSE BEYOND PRODUCTS

We are committed to making a positive impact on our people, customers, suppliers, environments and the communities where we live and work. The latest details can be found in the ITW Sustainability Report, which can be found on itw.com/sustainability.

Company Benefits

Best in Class Benefits:  Our total rewards package is broad and offers comprehensive support ranging from health and wellness to retirement planning. 

• Affordable Medical, Dental, Vision Insurance to meet you and your family’s needs
• HSA/FSA with a company match
• Income Protection Benefits
• Industry Leading 401(k) plan with company match
• Paid Time Off
• 12 Paid Holidays
• Parental Leave
• Matching Gift and Volunteer Program

Job Description

This is a position within our Customer Experience function providing after-market service, training and support. This position plays a critical role in the success of Magnaflux, its customers, distribution network partners and employees. The position requires excellent technical, application, collaboration and customer relation skills. The position also requires the ability organize, facilitate, plan, solve problems, make technical decisions and be an overall technical resource with a customer centric approach.

This is a field based position within the United States of America and the successful applicant must be located near a major airport (within an hour) due to domestic and international travel needs to serve customers. This role will also be expected to be a regular presence in our DeWitt, IA manufacturing location to work with our Engineering Department.

Essential Job Responsibilities:

• Directly accountable for delivering exceptional customer value through outstanding service performance and delivery.
• Lead technical resolution of customer complaints related to capital equipment performance or process control, ensuring warranty issues are resolved promptly and to the customer’s satisfaction.
• Take the lead in coordinating and driving troubleshooting efforts with the Engineering team to resolve complex technical issues.
• Manage support requests through Salesforce Service Cloud, including, but not limited to, inquiries about obsolete equipment, non-service-related issues about equipment, and service parts pricing.
• Evaluate, train, and coordinate a network of Service Centers as needed. Conduct annual training sessions for authorized Service Centers to ensure they maintain their accreditation.
• Develop and maintain a working knowledge of all equipment and accessories, less than 10 years old, supported through Service Centers per the Service Center contract.
• Identify opportunities for additional revenue growth with customers, such as recommending equipment upgrades and informing the sales team of potential sales leads.
• Collaborate with Quality and Engineering teams to address product quality and performance issues. Monitor technical support inquiries and complaints to identify recurring trends, and determine appropriate actions, such as communicating with customers or escalating issues to Quality and Engineering for further review.
• Responsible for maintaining pricing for service parts (50+ SKUs) and processing warranty invoices efficiently.
• Support customer capital equipment run-offs in DeWitt, IA, and conduct on-site orientation, including training customer personnel on proper equipment use.

Qualifications

• Bachelor’s degree in Electrical Engineering or Mechanical Engineering or equivalent, and a minimum of 5 years relevant experience in technical support/service support.
• Previous experience working with direct customers in a technical capacity.
• Experience in electrical components, troubleshooting and electrical safety.
• Experience with basic PLC troubleshooting highly beneficial; if not possessed, willingness to undergo training on PLC troublesheeting is required.
• Must be able to read and interpret technical specifications, engineering drawings, safety rules, maintenance instructions and procedure manuals.
• Must be able to be flexible and able to handle multiple tasks simultaneously.
• Must possess excellent organization skills, project management skills and the ability to work independently with minimum supervision and direction.
• Ability to communicate concisely and effectively with both internal and external stakeholders in collaborative fashion.
• Demonstrated ability to logically walk through basic troubleshooting techniques with both customers and Authorized Service Center technicians.
• Must demonstrate mathematical skills as applies to scientific computations and use in business applications.
• Must possess excellent problem solving and decision analysis skills
• Must be able work in a standard office and plant manufacturing environment. Ability to lift up to 55lbs required.
• Travel requirements both domestic and internationally up to 40% of the time, on occasion at short notice.
• Proficient in Word, Excel, and Outlook.

Additional Information

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.

All your information will be kept confidential according to EEO guidelines.

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.

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