Job Description:
Position Summary
The Work Truck Applications Specialist serves as the technical bridge between Sales, Service, Engineering, channel partners, and customers. This role provides hands-on troubleshooting, installation support, product expertise, and customer training while helping drive partner readiness and customer success. Approximately 70% of the role is focused on tactical field support and customer engagement, with the remaining 30% focused on partner capability development, market feedback, and continuous improvement.
Technical Field Support
- Provide hands-on technical support for Work Truck products and integrated systems.
- Troubleshoot electrical, mechanical, installation, and application-related issues.
- Support product installations, commissioning activities, fleet deployments, and application validation efforts.
- Partner with Service teams to resolve complex customer issues and minimize downtime.
- Serve as the primary field escalation resource for complex application, installation, and product performance issues, coordinating resolution across Sales, Service, Engineering, and channel partners.
- Capture and communicate recurring field issues, installation challenges, and customer requirements to Engineering, Product Management, and Service leadership to support continuous product and process improvement.
Sales & Customer Enablement
- Serve as the primary technical resource for Territory Managers and customers throughout the sales process.
- Support product demonstrations, fleet assessments, pilot programs, and customer evaluations.
- Provide application guidance and solution recommendations based on customer requirements.
- Deliver technical product training and application support to customers and internal sales teams.
- Support new product launches through field validation, partner training, technical demonstrations, and customer implementation activities.
Service, Training & Channel Development
- Execute the Work Truck installation and service training strategy through designated upfitter, dealer, distributor, and service partners.
- Deliver hands-on installation, troubleshooting, commissioning, and product application training to channel partners and internal teams.
- Assess partner technical capabilities and provide feedback regarding training effectiveness, competency gaps, and development opportunities.
- Support implementation of installation standards, service procedures, certification requirements, and best practices across the channel network.
- Develop trusted technical relationships with key upfitters and service partners to improve installation quality, troubleshooting capability, and overall customer experience.
- Improve installation quality, service readiness, and partner self-sufficiency through technical coaching, field support, and training execution.
- In partnership with Territory Managers, evaluate service partner capabilities and readiness to support customer growth and issue resolution.
- Identify opportunities to strengthen service coverage and partner capabilities in key markets.
- Support ongoing recertification, training updates, and field coaching as products and applications evolve.
- Gather and communicate Voice of Customer and Voice of Partner feedback to support continuous improvement initiatives.
Qualifications
- Bachelor's degree in Engineering, Business, or related field, or equivalent industry experience.
- 3+ years of experience in technical support, field service, applications engineering, or a related role.
- Strong electrical, mechanical, and system troubleshooting skills.
- Excellent communication, presentation, and training skills.
- Ability to work independently while managing multiple priorities.
- Willingness and ability to travel up to 50%.
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.
