Product Services Engineer

Product Services Engineer

Instron is a global organization that designs, manufactures, sells, and services mechanical testing systems. Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data that informs the design of components and materials.

As a Product Services Engineer you will provide technical support and training on Instron products to internal and external customers—including customers, internal personnel, and field service personnel. You will also interface with design teams and engineering to discuss existing and in‑development product designs and resolve problems, ensuring supportability is integral from the outset.

• Provide remote technical assistance to customers and field service engineers on all Instron equipment and software‑driven products.
• Assist in training field service engineers in the operation and maintenance of Instron products and equipment.
• Update, maintain, and use technical information in globally shared locations, Service Management System (SMS), and Service WEB page.
• Record customer support call information in SMS, manage open call queues at reasonable levels, and account for daily work hours.
• Collaborate with cross‑functional departments and engineering disciplines to address technical issues, process gaps, and quality activities, maintaining high service and product standards.

• Strong interpersonal skills for dealing with internal and external customers and field service personnel over the telephone.
• Ability to multi‑task and track multiple support issues, tasks, and projects.
• Self‑motivated and able to work independently with minimal supervision.
• Positive attitude and strong team ethic.
• Knowledgeable in using a variety of hand tools and electronic equipment.
• Understanding of the interaction between software and hardware on electromechanical, servo‑hydraulic, or automation devices.
• Natural ability to promote collaborative working environments.
• Commitment to customer satisfaction principles.

• Normal plant environment with exposure to grease, dirt, noise, and operational equipment.
• Occasional national/international travel required (~10%).
• Remote opportunities may be considered.

• Two‑ or four‑year technical degree in electro‑mechanical, servo‑hydraulic, and/or automation systems, or equivalent military or trade school training.
• At least 2–3 years of experience in a technical area.
• Customer relations experience (at least 1 year).
• Candidates with 5+ years in field service, repair, or troubleshooting roles will also be considered.

Reports to the Technical Support Manager or their designee.

Compensation:
Starting salary range $85,000 – $105,000 per year, determined by experience, skills, and qualifications.

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.