Internal Service Engineer

Loma Systems® is a premier manufacturer of inspection equipment used to identify contaminants and product defects in the food and pharmaceutical industries. Loma Systems is today one of the leading global companies involved in production line safety systems, boasting an impressive installed base of over 125,000 machines in over 100 countries.

We are part of Illinois Tool Works (ITW), a global Fortune 250 diversified industrial manufacturer of value added consumables and speciality equipment with related service businesses. Operating under the core philosophies of 80/20 business processes, customer-back innovation and a decentralized entrepreneurial culture, the company focuses on solid growth, improving profitability and strong returns across its worldwide platforms and divisions. ITW’s revenues totaled over $15B billion in 2025, with over 45,000 employees worldwide.

Responsibilities:

· Support incoming phone calls and emails for US and Canada; showing a strong ability to follow internal company scripts, identify key details of the customer and problem and provide effective technical support in accordance with warranty, call-handling and general polices.

· Act as an escalation resource for issues Field Engineers are unable to solve; completing a root-cause analysis and recommend follow-up actions.

· Collect feedback on common product issues and skills gaps to support the management of continuous improvement.

· Diagnose customer issues and ensure the proper FSE is dispatched with the correct parts and tools required to efficiently resolve the problem.

· Complete all necessary paperwork accurately and on a timely basis in accordance with the company procedures.

· Timely documentation of all customer conversations and related activities in our CRM system.

· In addition to the duties listed above, the position holder must carry out tasks assigned by their manager that are essentially related to their duties.

· Act as a Role-Model for technical support and, demonstrating high-levels of customer satisfaction (internal and external).

· Help with scheduling and dispatching as required.

· Process customer complaints and escalation requests related to technical findings (field-oriented) and report such information as a critical component of our regular escalation meetings / activities.

· Frequently communicate between the field and internal office support staff on technical related issues assuming the role of a primary service liaison.

· Occasionally travel throughout the field, to support escalated service requests from our customers.

· Support technical training demands for customers and internal team members.

· Attend refresher training classes and regional FSE conference calls in order to promote continuous improvement of technical skillsets.

· Act as a primary technical support resource (internal and external), keeping abreast of all legacy and current technical aspects of the Loma product family.

Requirements:

• Associates degree from a technical school or Military equivalent required.
• Minimum 5 years of previous experience in field customer service work or 4+ years of Military experience required.
• Knowledge of and experience in diagnosing, troubleshooting and repairing electro-mechanical equipment and ability to identify root-cause.
• Take pride in being organized regarding the completion of paperwork, expense reports, etc.
• Must be self-motivated with an inner drive to exceed expectations.
• Ability to read, comprehend and interpret complex technical information involving mechanics and electronics.

Physical & Environmental Requirements:

• Must have a valid driver’s license and a good driving record.
• Must be able to travel when needed.
• Must be able to work within tight spaces and environments that may be noisy, odorous, dusty, cold and hot on an occasional basis.
• Must be able to occasionally lift and/or move up to 60 lbs.

Along with opportunities for career growth and development, Loma Systems provides a comprehensive benefits package, in conjunction with ITW, which supports our employees’ educational endeavours, wellness and financial security. Here are some of the features our comprehensive package has to offer:

• Medical, dental and vision benefits
• 401(k) retirement savings program
• Paid vacation days, sick days and holidays
• Wellness and fitness program
• Company Leased Vehicle
• Life insurance up to 8x the salary
• Advancement opportunities
• Educational assistance
• Volunteer and matching charitable gifts programs
• Employee assistance program
• Free entry and discounts to the Chicagoland area museums, zoos, botanic garden, symphony orchestra, lyric opera and popular nationwide theme parks and entertainment attractions
• Employee discounts with the ITW key suppliers: cars, computers, appliances and more

Compensation Information:

The pay range for this role is $28-36/hr

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.

Job Type: Full-time

Pay: $30.00 - $36.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• Are you currently based within 1 hour of Carol Stream, IL and O'Hare Airport? Unfortunately we do not provide relocation assistance for this role.

Experience:

• Electrical troubleshooting: 1 year (Required)

Willingness to travel:

• 75% (Required)

Work Location: In person