International Technical Support Manager

Job Description:

Company Description

Comprised of a market-leading portfolio of best-in-class brands, the businesses of ITW Welding work together to provide premium performance delivered through a breadth of solutions encompassing welding, cutting, consumables, and accessories.  ITW Welding North America represents Miller Electric Welding Equipment, Safety & Accessories, Hobart Filler Metals, and Bernard/Tregaskiss MIG Guns.

Miller Electric Mfg. LLC is headquartered in Appleton, Wisconsin, and wholly owned by Illinois Tool Works (NYSE: ITW). The company maintains its industry leadership by setting the standard for reliability, quality, and responsiveness. Our tagline, “The Power of Blue®,” is inspired by the blue color of Miller equipment.

The company began with an innovation that responded to customer needs, growing from a one-man operation in 1929, to the world’s largest manufacturer of arc welding products. Miller keeps the tradition alive by focusing on its top priority: people.

Job Description

The International Technical Support Manager supports Miller Electric’s global service partners through technical assistance, partner onboarding, and virtual and in-person service training. This role works with ITW Global regional offices, Miller service teams, Technical Publications, and Export Sales to resolve service issues and strengthen regional service capabilities.

This position is part of the Service Training team and provides backup support for domestic service training as needed.

Work takes place in office, lab, and training settings. Occasional early-morning or evening meetings and training sessions are required to accommodate global time zones.

Travel is up to 15% and may include domestic and international destinations.

Duties & Functions:

• Provide technical guidance and coordinate resolution of significant service issues for ITW Global partners and their customers.
• Maintain technical knowledge of existing and new exported products.
• Develop and deliver service training on existing and new exported products.
• Onboard new ITW Global service partners, covering warranty processes, service resources, and online training tools.
• Provide train-the-trainer instruction to prepare ITW Global partners to deliver service training within their regions.
• Lead regular regional service meetings to review ongoing issues, address warranty and parts shipment concerns, and track follow-up actions.
• Advocate for regional service needs by communicating product feedback and region-specific issues to Miller product management and service teams.
• Coordinate access to Miller’s online learning management system for ITW Global and non-ITW service partners, and facilitate access to other Miller service resources as appropriate.
• Provide backup virtual and in-person instruction for domestic service training.
• Travel as needed to deliver training, evaluate products, or assist with troubleshooting at customer locations.

Qualifications:

• Bachelor's degree preferred.
• Strong technical aptitude; welding equipment service experience preferred.
• Experience delivering technical training or presentations, virtually or in person, preferred.
• Strong customer service, interpersonal, and written and verbal communication skills.
• Ability to work effectively with partners across cultures and global time zones.
• Ability to learn quickly, work independently, and manage priorities in a fast-paced environment.
• Strong organizational, analytical, and problem-solving skills.
• Proficiency in Microsoft Excel, Word, and PowerPoint, with the ability to learn new software.
• Ability to adapt to change and identify and implement process improvements.
• Valid passport for travel requirements of the role.

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 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.