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Illinois Tool Works, Inc. End-User Agent - (Technical Product Support) in Lake Forest, Illinois

End-User Agent - (Technical Product Support)

  • 13825 W Business Center Dr, Lake Forest, IL 60045, USA

  • Full-time

  • FLSA Status: Non-Exempt

    Company Description

ITW Residential and Renovation, division of the Construction Products business segment, is a global provider of innovative fastening solutions that improve contractor productivity and building quality in the residential, commercial and renovation construction industries. Our products are positioned as market leaders and category leading brands include wood to wood fastening systems (Paslode), structural wood fasteners (GRK Fasteners™), concrete anchoring systems (Tapcon®, Red Head®, Ramset®), underlayment screws (Rock-On®, Backer-On®), self-drilling screws (Teks®) and drywall anchoring systems (E-Z Ancor®).

ITW offers its employees a path for advancement, a competitive salary, and a comprehensive benefits package designed to help employees care for themselves, their families, and their futures.

Job Description

ITW Residential and Renovation currently has an opening for an End-User Agent in its Lake Forest, IL facility (Primary - with flexibility to also work in Bartlett or Glenview) to support the end-user experience team by providing timely and supportive end user product technical support via phone or email. Also responsible for ‘Level One’ communication, answering recurring customer inquiries about basic product use and challenges commonly experienced with product use.

Key Responsibilities

End User Technical & Administrative Support

  • Communicate with end user customers by phone and email on technical (e.g. basic product function and application) and administrative (e.g. assistance with product registration, location of service centers) issues.

  • Utilize problem solving skills, phone communication skills, basic knowledge of product line and knowledge of company procedures / policies to achieve this. Give basic technical help on tools, fasteners and accessories.

  • Develop and maintain basic knowledge of tool parts and fasteners used for tools supported by Residential & Renovation.

  • Maintain knowledge of business system to allow review of key data on item and customer master files such as item life cycle status and stock availability.

  • Process end user repair billing.

    End User Communication

  • Provide answers and respond to customer queries via phone, fax and email, courteously and consistently using established guidelines.

  • Accurately and consistently document customer communications in ticketing system, ensuring key ticket data recorded.

  • Actively look for ways to support customer needs in a professional and timely manner. Consistently follow through on customer commitments.

    Qualifications

  • High School Diploma or equivalent

  • 1-2 years related work experience

  • Strong communication skills and customer service focus

  • Basic knowledge of Paslode product line a plus

  • Technical aptitude and ability to use basic hand tools

  • Bilingual a plus

    Additional Information

ITW is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

We do not accept unsolicited resumes. To be considered an applicant, please apply online to a specific job posting.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access the online application system process due to your disability, please email corp_accessibility at itw.com to request assistance. No other requests will be acknowledged

Job Location

ITW is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

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