Customer Service Technician

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Description/Job Summary

Job Summary: To provide technical support for customers, Repair Department, Customer Service and Sales Department providing assistance in quoting parts, repair, and troubleshooting of Avery Weigh-Tronix equipment.  The Customer Service Technician is required to assist all Strategic Business Units in training and support of weighing products and also offer support to the Product Management Team.

Essential Functions

  • Offer pre and post-sales support at end user and distributor & engineering level for customer application assistance. Assisting customer on the telephone providing hands on troubleshooting and step by step set up and calibration assistance.
  • Assisting customer on the telephone with computer software integration to product interface.
  • Provide technical support, fielding questions on Avery Weigh-Tronix products for standard product and special equipment as required by customer applications.  Coordinate research with engineering as needed to resolve customer problems. 
  • Recording data for analysis of scale operation and durability.
  • Interface with manufacturing departments with results of field data captured to provide quality and timely improvements.

Key Duties

  • Provide quotes on parts, repair and troubleshooting as required for internal departments and Avery Weigh-Tronix distribution.
  • Understanding of company policies and procedures, including the MRP system, to find and use needed information.
  • Install and support PC Programs for integration with scales
  • Verification and review of new products as they are introduce.  Review of manual and assist in training work aids so a common end user have the ability to understand clearly what is needed to repair their product.

Knowledge, Skills, Abilities and Education Qualifications

Knowledge: Basic scale knowledge, basic understanding of math calculations, basic knowledge of USB, RS232, Ethernet and WIFI systems preferred.

Skills: Good verbal and written communication skills, ability to follow directions, quality orientated, strong interpersonal skills, good time management skills, strong problem solving skills

Abilities: Ability to accept and follow instructions for work priorities and work methods. Strong work ethic and self-motivation with minimal supervision. Ability to show flexibility with various work assignments, with ability to plan and manage projects. Must be able to work in a team environment as a positive contributor. 

Education: Graduate of 2-year vocational or technical college or equivalent preferred. High School Diploma/GED Required.

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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 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.