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Illinois Tool Works, Inc. Technical Support Service Manager, North America in Norwood, Massachusetts

Instron is a global organization that designs, manufactures, sells and services mechanical testing systems.

Have you ever wondered how a potato chip always has the right crispiness level? Or, how your game controller can survive several drops whether you are excited for your win or upset by a loss? How about eyewear (eyeglasses, sunglasses) being able to withstand impact forces?

Visit Instron’s YouTube Channel ( to see our customer’s applications. And, check out Facebook Watch at for additional video.

Our systems are trusted by 95% of the world’s largest manufacturing companies to gather critical data, informing the design of components and materials. You will find that our established strength, commitment to our core values and team focus provides an engaging work environment and offers exceptional opportunities for personal and career development.

Instron is part of Illinois Tool Works (ITW), a global Fortune 250 diversified industrial manufacturer of value-added consumables and specialty equipment with related service businesses.

We are looking for a Technical Support Manager, based in our Norwood, MA facility, to join our expanding team. In this role you will be responsible for leading a team of Technical Support Engineers focused on supporting our customers and resolving their problems in a timely manner. Specific responsibilities include:

  • Understand Instron systems - electronic, mechanical, and hydraulic equipment, as well as associated software and accessories.

  • Manage call escalation issues and solution process while also maintaining day-to-day customer satisfaction.

  • Track responsiveness to customer problems and implementing/monitoring KPI’s to ensure customer satisfaction.

  • Train and coach the technical support team on the latest diagnostic strategies, new products, and customer interaction skills.

  • Acts as the service representative on product and service development projects. Provide service requirements in the early stages of design development that focus on the service ideals including reliability, serviceability, maintainability, safety, and ergonomics of design.

  • Provide the service team with updates on new product requirements, operational and maintenance techniques and diagnostic support strategies via service documentation, service bulletins, and email communications.

  • Strong focus on documenting processes, workflows, and procedures.

  • Continue to generate and document knowledge-based information in the InSkill/Navigator application for instant access by the global service organization.

The successful candidate will have a bachelor's degree in technical or scientific education , a passion for technology and customer support leadership experience. Additional requirements include:

  • Has the aptitude to learn Instron systems, electronic, mechanical, and hydraulic equipment, as well as associated software and accessories.

  • Exceptionally self-motivated and directed. Result orientated. Sets high goals for personal and team accomplishment.

  • Organized individual with the ability to simultaneously project manage complex escalations while maintaining day-to-day customer support excellence.

  • Strong coach with the ability to hire, develop and retain a diverse pipeline of great talent. Direct experience of managing and developing a team of highly capable employees.

  • A global mindset. Must be culturally aware and be able to build constructive and effective relationships across the organization.

  • A positive attitude focused on understanding, anticipating, and responding to the needs of our customers, both internal and external to the department and organization.

  • Excellent leadership, interpersonal, communication and presentation skills with the ability to present at all levels of the organization.

Take this opportunity to join a successful team where you can make an immediate impact. We offer:

  • Competitive pay

  • Medical (multiple options), vision and dental insurance

  • Company provided life insurance and both short- and long-term disability

  • 401(k) retirement savings with a company match

  • 100% Tuition reimbursement

  • Parental leave and adoption assistance

  • On the job training

Instron is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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.

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.