Job Description:

Primary Objective

Deliver exceptional customer outcomes by leveraging deep technical expertise and systems-level thinking to support advanced engineering applications. Act as a trusted advisor and technical liaison between customers and internal engineering teams, driving MTS product performance, innovation, and long-term value. Champion customer success through proactive problem-solving, strategic guidance, and continuous improvement initiatives.

Major Areas of Accountability

Technical Leadership in Customer Success

Serve as a subject matter expert in complex engineering systems, providing high-level technical consultation and strategic support to customers.

Analyze and resolve multifaceted technical challenges using data-driven insights and engineering principles.

Prioritize and manage support cases based on business impact, ensuring timely and effective resolution aligned with customer goals.

Build strong, trust-based relationships with customers by aligning technical solutions with their operational objectives.

Internal Engineering Enablement

Act as a technical mentor and knowledge resource for Field Service Engineers, System Integration Engineers, and other customer-facing teams.

Provide advanced troubleshooting and systems-level diagnostics, guiding less experienced personnel in both technical and interpersonal skills.

Lead knowledge transfer initiatives to elevate team capabilities and ensure consistent service excellence.

Act as a key liaison between customers and MTS product engineering teams, contributing to product development through participation with product teams, delivering voice-of-customer insights, and gaining early technical knowledge to support internal and external stakeholders.

Maintain deep expertise in assigned MTS product lines, serving as a recognized authority on at least one core group of technologies.

Exhibit advanced engineering proficiency with strong systems-level thinking, quickly mastering new technologies and resolving complex sub-system issues through structured problem-solving.

Identify common issues and create reference material for users by creating knowledge articles for common issues. Maintain and update technical documents and procedures.

Manage ticketed query system and ensure assigned queue is kept up to date. Log information about the correspondence into the company’s system to keep a record of actions.

Support service sales by translating customer requirements into tailored technical solutions, developing proposals for both current and legacy systems, assessing risk and cost, and leveraging business acumen to align solutions with customer goals and funding strategies.

Other duties or goals as assigned.

General Qualifications

BS Engineering or other technical/science discipline, or equivalent experience.

Minimum 2 years relevant experience in a related technical field.

Strong communication skills, both verbal and written.

Complex Problem Solving Ability.

Ability to work with a high degree of personal discipline.

Willingness to travel 10 percent of the time depending upon the region.

Technical aptitude and decision-making.

Selling and business acumen / Project management ability.

Solid organizational, administrative, time management and multi-tasking skills.

Ability to listen and empathize with customers and to solve difficult customer issues with a high degree of professionalism and composure.

Ability to communicate complex technical situations to a non-technical audience; ability to foster credibility with a technical audience.

Ability to work under the constraints of strict deadlines and short turnaround times.

Proficient in Microsoft Office and Excel

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Compensation Information:

The salary range for this position is $90,000 - $120,000 and will vary based on candidate experience 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.