Tech Support Supervisor

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Description/Job Summary

PRIMARY JOB PURPOSE

To supervise all Customer Service technicians and provide technical support for Repair Department, Customer Service, Sales Department and Avery Weigh-Tronix distribution by providing assistance in quoting parts, repair, and troubleshooting of Avery Weigh-Tronix equipment to keep operational.  The Supervisor of Tech Support is required to supervise and coordinate all Strategic Business Units in training and support of Avery Weigh-Tronix products.



PRINCIPAL ACCOUNTABILITIES

-Provide technical support, for all Avery Weigh-Tronix products.  Industrial, Ag, Dillon, Postal, Shipping, and Retail, along with special equipment as required by customer applications.  Coordinate with engineering as needed to resolve customer problems.  Coordinate with the technical publication division in the development and maintenance of use and service manuals.
-Authorize the return of product through the RMA process.
-Provide quotes on parts, and repairs as required for internal departments and Avery Weigh-Tronix distribution.
-Recording data of all calls for the analysis of field failures and repairs.
-Provide documentation per customer request.
-Perform product verification testing of all new products, submit and review the results with Engineering.
-Provide field service training.
-Provide on-site repair of equipment and product.
-Assist in the development of training materials.
-Be responsible for teaching and supporting the team with the knowledge and equipment to do the job effectively.
-Understanding of company policies and procedures, including the MRP system, to find and use needed information.
-Meet the objectives outlined in the Safety Policy.


NATURE AND SCOPE

This position supervises and coordinates the activities of the technicians that provide customer service for Avery Weigh-Tronix. It is fast paced and requires due diligence in order to meet the urgent demands of our customers.

BACKGROUND EXPERIENCE


Abilities:         Strong written and verbal communication skills with the ability to work well with                                     others.  Knowledge of electronics and Avery Weigh-Tronix equipment necessary.

Basic computer knowledge in Windows operation required.  Must have the ability to plan and manage projects.  Occasionally lifting or moving average weigh material in difficult work positions.  Confidentiality and supervision skills required.  Tact and diplomacy are key requirements in dealing with service customers.


Education:     Graduate of 2-year vocational or technical college or equivalent.


Experience:   This position requires the individual to have adequate experience or training in the field of weighing products, good communication and people skills, broad product knowledge, programming language skills and willingness to solve problems.  Four to five years managing a customer service organization or in lieu of a four year degree, ten to twelve years customer service experience.


OTHER INFORMATION


The Stragetic Business Units, various SDWT’s and special task teams, various managers and supervisors, vendors and customers.


Requires extensive coordination with engineers, product managers, service personnel, and print shop staff.  Contact with these people regarding projects occurs several times every day.


This job is extremely important as all technical product knowledge obtained by customer base originates from this position.  In many instances, this person is the first and only impression a customer technician will have of this company.  Many new product sales are generated by customer service technicians.


This job description in no way states or implies that these are the only duties to be performed by this employee.  Employees will be required to follow any other instructions and to perform any other duties upon the request of their Supervisor.  This organization reserves the right to revise or change job duties and responsibilities as the need arises.  This job description does not constitute a written or implied contract of employment.


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Illinois Tool Works, Inc. (“ITW” or “the Company”) is an equal employment opportunity employer. Company policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws. The Company also prohibits harassment of applicants or employees based on any of these protected categories. It is also the Company’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at hr@awtxglobal.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.