Technical Support Specialist

Job Description:

SUMMARY

The Technical Services Specialist is responsible for providing advanced technical support, conducting product and equipment research, and supporting validation and training efforts for the Automotive Aftermarket channel customers. This role requires strong organizational skills, independent project management, and the ability to analyze and resolve technical inquiries through calls and emails. The ideal candidate has extensive hands-on automotive experience and a strong understanding of diagnostic and testing equipment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage and prioritize multiple research and technical service projects, ensuring timely completion with minimal supervision
• Conduct in-depth research and analysis of automotive products, tools, and equipment to assess compatibility with ICE, EV, and hybrid vehicle platforms, and  produce trend reports, market maps, and competitor comparisons
• Provide expert technical support related to product usage, equipment operation, and troubleshooting in field and on site
• Manage and resolve technical inquiries via phone and email from customers including distributors, dealerships and other types of service providers
• Perform tool testing and design verification to ensure product performance and quality standards
• Support cross-functional team on Innovation projects with new product testing 
• Prepare detailed product validation and research reports
• Assist with virtual training initiatives and technical education efforts

Supervisory Responsibilities

• This position has no supervisory responsibilities.

QUALIFICATIONS

• Minimum of five (5) years of hands-on experience as an automotive technician; Bachelors in Industrial / Mechanical Engineering preferred
• ASE Certification (Automotive Service Excellence)
• Proven ability to diagnose and repair a wide range of vehicle systems
• Strong knowledge of precision measurement tools, diagnostic scanners, and automotive test equipment
• Excellent research, analytical, and problem-solving skills
• Strong written and verbal communication skills
• Ability to work independently, prioritize workload, and manage multiple projects simultaneously

Preferred Skills

• Experience supporting dealership and field staff technical operations
• Background in product testing, validation, or quality assurance
• Familiarity with virtual training platforms or technical instruction

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.