Company Description

At Diagraph, we pride ourselves on offering our customers world-class solutions to meet their challenging product identification needs. As a leading manufacturer and distributor of inkjet coders, automated labeling systems, thermal transfer inkjet coders, and laser coders, Diagraph engineers and builds products to help manufacturers get products identified with manufacturing codes – such as lot codes, date codes, batch codes, barcodes – and out the door quickly and efficiently.

If you are a results driven, innovative and customer oriented person, Diagraph is the company for you!

Job Description

As a Field Service Engineer, you are the front line of Diagraph’s customer interaction through delivering efficient field support in your assigned territory. With advanced technical and product training, you will further contribute to the success of Diagraph. ITW seeks to enhance our employee’s inner entrepreneur, with this position operating from home, and traveling to some of the greatest manufacturing plants in the nation, you will help drive our entrepreneurial culture. You will support sales of services and products while exceeding customer expectations through installations, repairs, and maintenance at our customer sites. This is a travel intensive role based out the Charlotte or Greensboro areas.  

• Enhance customer satisfaction providing exceptional customer service
• Travels to customer sites and provides installation, emergency on-site repairs, preventative maintenance services, and training for Diagraph.
• Maintain first time fix and field response time customer satisfaction rate at the target rate
• Verify that machines are operating at peak efficiency through proper installation and/or setup and testing.
• Work as part of a regional and national team to drive profitable revenue growth and customer satisfaction.
• Responsible for timely and accurate documenting and reporting of all service related activities.
• Provide timely feedback to quality department on equipment reliability and design.
• Maintain a satisfactory parts inventory, requisitioning additional parts required to perform normal duties.
• Exercise safe working practices and procedures at all times.
• Complete detailed and accurate service reports and expense reports within the due dates specified.
• Conduct training with customer’s employees to ensure an understanding of the theory of operation, proper functionality, and general maintenance of equipment.
• Train new Field Service Engineers in the field as needed.
• Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.

Qualifications

Education:  Associates Degree in Electronics or related Technical Degree and/or military training required; Bachelor’s Degree in an Engineering field preferred.

Experience/Skills: 

• Minimum of two (2) years’ experience in field customer service work or a commensurate military experience.
• Prior experience in diagnosing, troubleshooting, emergency service and repairing electronics and mechanical machine problems in the field preferred.
• Basic electromechanical aptitude.
• Ability to effectively communicate with customers and internal staff.
• Ability to read, comprehend and interpret technical information involving mechanics and electronics. Must be able to interpret schematic and electrical diagrams.
• Must be able to travel extensively up to 95% of the time and is experienced with significant time away from home for a field service role.
• Possess soldering techniques with actual experience soldering circuit boards and electronic components preferred.
• General knowledge of electrical circuits required - experience with PLC integration a plus.
• Ability to work independently, with little supervision and manage difficult and high pressure customer situations.
• Ability to manage a dynamic service schedule in a manner that results in timely service for Diagraph customers
• Good time management, prioritization and follow-up skills.
• Tolerance for working in stressful situations and environments.
• Excellent administrative and organizational skills.
• Sense of urgency - having the drive and motivation to take action and prioritize daily tasks; working strategically to ensure we are getting to every customer.

Additional Information

As an Equal Opportunity/Affirmative Action Employer, ITW Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability information will be kept confidential according to EEO guidelines.

The hourly range for this position is $27.00 - $34.00 per hour. The specific hourly rate offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education, and the work location. In addition, this position is eligible for overtime. Available benefits include health, dental, and vision insurance, and 401(k) with company match.

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.