ITW Food Equipment Group Software Customer Service Technician in Lake Bluff, Illinois

Description/Job Summary

Provides internal and external technical assistance and software testing on specific Buehler products including Hardness software and Image Analysis software. Interface with engineering to discuss design issues and problem resolution. Recommends changes to products or to maintenance procedures to improve reliability. Implement testing procedures to ensure stable and successful software releases.


Job Responsibilities:

  • Provides technical assistance to customers and to field service engineers on on software driven products. This assistance is usually provided via telephone, email, vmail, remote diagnostics or occasional travel is expected.

  • Assists in the training of field sales and service engineers in operation and maintenance of software platforms, including Hardness software and Image Analysis software.

  • Recommends changes to products or to maintenance procedures to improve reliability, maintainability, serviceability, and usability.

  • Perform problem resolution for proprietary software

  • Assists in the corrective and preventive maintenance of software with minimum supervision.

  • Responsible for updating, maintaining and using the technical information on the software manuals and web page.

  • Responsible for providing information in the form of field bulletins or notifications to field engineers that will assist in performing more efficient and reliable service.

  • Required to maintain customer support call information in the service database in appropriate detail, manage open queue call to a reasonable level and account for hours associated with daily activities.

  • A team player with a helpful and good demeanor, good attitude, courteous, motivated and curious to help and learn.

Required Experience

Job Requirement:

  • 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 have the ability to work independently with a minimum of supervision.

  • Present a good attitude and team ethic.

  • Thorough understanding of PC s, DOS and Windows and the ability to learn a wide variety of software applications.

  • Understand the interaction between software and hardware on testing and anlaysis devices.

  • Promotes teamwork among his colleagues.

  • Sets high expectations for his colleagues and himself.

  • 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.

  • Understanding and ability to use the control plan process to drive alignment of team s activities to company goals and initiatives

  • Understanding and ability to drive skills and concepts to develop a continuous improvement culture

  • Understanding and ability to engage in and support New Product Developemnt Process and understanding and ability to comprehend ISO and Buehler Quality Manual requirements

  • Understanding and ability to engage in relationship building conversations, actions, teams, and activities that allow team s initiatives to succeed by gaining support in other parts of the organization outside of your sphere of control

  • Understanding and ability to use Microsoft Excel, Word, PowerPoint, and Visio at an intermediate level

  • Occasional national/international travel may be required.

Educational Requirements:

  • Technical degree – Bachelors degree in a technical area, or equivalent experience.

  • At least 3 to 5 years experience in a technical and software area.

  • Software coding experience

  • Experienced with C# development in Visual Studio 2010, 2012, and/or 2015

  • Familiarity with Agile and SCRUM methodologies

  • Basic to good knowledge of C/C++ development

  • Familiarity with User Interface development in Qt is helpful

  • NFC device integration with Industrial Applications experience is helpful

  • Experience in hardness / material testing and/or metrology is helpful

  • Customer relations experience

  • Computer s science degree prefered