**Job Description:** The Technical Support Engineer (TSE) is responsible for providing high quality technical product support, administrative support to technical processes, delivering positive customer experiences and logistical support to the field team. + Provide phone/email/chat technical support to end users, distributors, field service engineers and sales team. + Create & Track Service Cases in CRM with detailed description of issue and resolution for each support event. + Prompt follow-up and ownership of support cases through successful resolution. + Scheduling (logistical) support to Field Service team. + Work Order prioritization along with optimizing field resource coverage. + Demonstrate high technical proficiency with supported products. + Hands-on product repairs, escalation support to complex repairs, maintain working condition of technical support and training equipment. + Accurate and expedited entry of administrative tasks. Examples include warranty RMAs, part orders, service quotes, and service invoicing. + Work with supervisor to develop troubleshooting documentation and maintenance procedures. + Conduct product training for customers and service engineers. + Identify opportunities during support calls to promote service programs to customers. + Test/evaluate new vendor products. + Utilize Technical Support KPI’s and CSAT Surveys to drive ITW best in class technical and customer experiences. + Quarterly on-site customer visits and field service ride-along. + Deliver continuous improvement applying ITW principles of 80/20, PLS, USa and 6S. **Education:** An associate degree in Electronics or equivalent experience required, military technical training. A Bachelor’s degree in Electrical or Mechanical Engineering preferred. **Experience:** + 3 years previous experience or in a related area + Marking & Coding Industry knowledge a plus + Proficient with computers, Microsoft Office Suite, CRM/ERP + Electronic Circuitry & Mechanical Knowledge + Networking and PLC knowledge a plus + High level Accuracy and Attention to Detail + Problem solving, + Troubleshooting and Teamwork skills + Customer Service Skills, soft skills, + inter-departmental communication and Follow-up + Multitasking and Organizational skills + Effective Oral and Written communication skills are required + Individual must be Self-Driven, acting with urgency