Technical Product Support Specialist

Job Description

As a Technical Product Support Specialist, you will spearhead the development and rollout of technical training for both internal teams and customers, swiftly address escalated technical challenges, contribute to new product innovation, share insights across inspection technologies, and optimize the efficiency of our inspection systems.

The ideal candidate will possess a strong technical background coupled with hands‑on experience and excellent communication skills for customer engagement.

• Design and conduct engaging technical training programs for sales teams, service personnel, customers, and support staff, both remotely and in-person. Continuously refine and enhance training initiatives to align with technological advancements and market demands.
• Stay informed on the latest product developments and industry trends, analyze how our offerings measure up against competitors, and leverage this knowledge to support our commercial efforts.
• Create and oversee a thorough Metal Detection System program, including validation, calibration, repairs, upgrades, and replacements across multiple brands.
• Establish and uphold consistent standards and procedures that drive performance optimization across various product lines.
• Serve as the point of contact for advanced service or product inquiries, providing expert troubleshooting, root cause analysis, and resolution support.
• Deliver high-quality reports detailing customer issues, resolutions, and recommendations for continual improvement; actively engage in quality processes and meetings.
• Analyze and interpret technical specifications from customers to ensure precise product testing; evaluate equipment performance to uncover opportunities for showcasing full capabilities.
• Recommend redesigns or enhancements based on performance analysis and customer feedback; contribute insights to shape early‑stage product strategies.
• Act as the subject matter expert on inspection systems, both Loma and competitors’, and educate sales and service teams on the nuances of competitor products.
• Engage with both internal and external customers on product‑related and technical discussions; participate in customer meetings, marketing events, and trade shows.
• Visit customer sites to assist sales teams in securing high‑value sales opportunities.

• 7+ years of progressive experience in technical support, training, or product engineering, ideally within product inspection, automation, or industrial equipment sectors.
• Willingness to travel regularly, including overnight, to support product issues, resolve complaints, or capitalize on commercial opportunities.
• Excellent writing ability for clear, accurate, and concise reporting.
• Ability to effectively use or learn our ERP/CRM system, Microsoft Dynamics 365, and Microsoft Office Suite.
• Valid Driver's License.
• Demonstrated leadership in cross‑functional settings and customer‑facing circumstances.
• Strong communication skills with the capability and eagerness to train, influence, and mentor both internal teams and external customers.
• Proficiency in troubleshooting technical issues and developing effective solutions.
• Embodiment of Loma’s core values (Trusted Advisor, Hands‑on, One Team, Positive Mindset, Delivering on Commitments, Taking Initiative) and ITW values.

• In‑depth knowledge of inspection system technologies, including metal detection, x‑ray, and check‑weighing.
• Bachelor's degree in Engineering, Technology, or a related field (or equivalent experience).
• Previous experience in people management.

90‑120k/year

ITW is an equal opportunity employer. We value diverse perspectives and experiences and foster an inclusive workplace where everyone can develop their careers to their fullest potential.

As an equal employment opportunity employer, ITW is committed to fair treatment for all employees throughout the employment process.

All qualified applicants will receive equal 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 laws.