Magnaflux, a division of Illinois Tool Works (Fortune 250), is a leading worldwide supplier of magnetic particle, dye penetrant inspection equipment and associated chemical products used for applications within the Aerospace, Automotive, Oil & Gas and Energy markets.
With over 85 years in the industry, Magnaflux offers employees a competitive salary and comprehensive benefit package, including medical, dental and life insurance, 401(k) with immediate company match, and much more!
This is a position within Engineering for Equipment related after-market service and support. This position plays a critical role in the success of Magnaflux, its customers and employees. The position requires strong Technical, Application and Customer relation skills. The position also requires the ability organize, facilitate, plan, solve problems, make technical decisions and be an overall technical resource.
Essential Job Responsibilities:
. Direct technical resolution of customer complaints related to any capital equipment performance or process control. Tasked with primary responsibility for ensuring warranty issues are resolved in a timely manner and to the customer's satisfaction.
. Provide direct support to customer inquiries for non-service related issues. This will be in the form of researching and providing answers to customers or forward the inquires to the correct Magnaflux person if inquiry is outside area of expertise.
. Utilizing Zendesk tickets and requests for obsolete equipment and accessory support (via email or phone) - create leads in SF and assign to appropriate RSM for follow-up. This process leads to additional capital equipment and accessories opportunities (revenue generation) that RSM's may not otherwise have visibility to.
o Identify potential areas of additional revenue growth with customers (i.e., upgrading equipment to database systems) and notify Manager of opportunity.
. Provide support for customer capital equipment run-off in Dewitt and perform on-site orientation (including training of customer personnel) in the use of their equipment.
Direct accountability for providing world class value to our customers through superior service performance and delivery.
Manage spare parts portion of business using 80/20 methodology (physical and financial) as well as meeting capital equipment support guidelines.
Maintain all service parts pricing in MAS including:
Calculating correct margins per current target margin guidelines
Inputting correct pricing into MAS
Verifying PPL, Commission Class and PPG are correct for service parts and if incorrect or not filled in, work with Engineering to get correct information inputted (Only Engineering can input that info)
For obsolete parts - initiate the obsoletion process with Engineering and set pricing to 0 as part of the process.
Communicate with Customer Service and Service Centers via Service Bulletin or email - parts that have been obsoleted and any replacement parts (if applicable)
. Provide Service Parts quotations to customer (via email or phone) - This was previously done by the Equipment Technical Specialist (Iris).
Directly accountable for the timely, accurate, and complete collection and reporting of warranty Field Service issues.
Review Service Warranty Invoices (From Authorized Service Centers) for accuracy (invoice versus current warranty rates allowed)
Input Warranty Invoices into E-file system for processing.
Coordinate and Educate service centers (via written correspondence and training classes) on equipment and accessories. Able to communicate with Service Centers to determine training needs to ensure training program is valuable.
Develop Service Center training program updates for changes in all MPI capital equipment.
Perform Service Center training either virtually or in-person
Maintain working knowledge of all equipment and accessories,
Qualifications:
Bachelor's degree in Electrical Engineering or Mechanical Engineering or Equivalent, and 5+ years relevant experience.
Previous experience working with direct customers in a technical capacity.
Experience in electrical components, troubleshooting and electrical safety.
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.
Demonstrated ability to logically walk through basic troubleshooting techniques with both customers (non-trained) and Authorized Service Center technicians (non-trained and trained).
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 30 - 50 lbs.
Occasional travel (short trips (1- 5 days) and on short notice) Estimated percentage is 15 - 30% of time.
Proficient in Word, Excel, and Outlook
All your information will be kept confidential according to EEO guidelines.
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.
We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting.
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 click here (hr@itwccna.com) for information on how to contact us directly.
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.
