**Job Description:** **Primary Objective** Maximize customer satisfaction and value of MTS equipment by providing training and support on MTS equipment. Train both internal and external customers on hardware and software products and system methods and performance. Provide technical support and engineering guidance to both internal and external customers. Understands and applies MTS technology and business practices in order to provide quality customer experience. Assists customers in obtaining maximum value through application and product performance support. Is a technical resource to customers and field service functions. **Major Areas of Accountability:** + Design and develop learning solutions for MTS customers on standard products, including course content, instructional aids, student materials, and laboratory exercises to create learning activities that are engaging, activity-based, and results-oriented. Work collaboratively with subject matter experts (SMEs) to design and revise training content converting technical or complex information into easily understood text and graphics. + Deliver external customer and internal customer training at MTS training facilities, on-site at customer locations, and remotely effectively communicating complex technical concepts for all delivery techniques. + Provide multi-tiered technical support to MTS customers and MTS employees as needed in assigned technical discipline(s) and escalate any issues not resolved in a timely or satisfactory manner to management. + Gather, coordinate, and resolve complex technical inquiries that are generated by customers by phone, email, or ticket system. Use analytical skills to interpret technical data and information and make conclusions based on observations. Provide ongoing technical support and case management daily through phone, email, and other forms of communication to customers. + Determine and provide appropriate level of support based on business metrics. Prioritize those who are entitled that require additional support. + Follows up with customers and cross-functional team members to ensure that members are on point with customer support needs. + Resolves system problems that are not readily solvable by customers or MTS Employees. Utilizes a great deal of ingenuity and experience in recognizing and resolving system failures. + Establishes and maintains effective relationships with customers, gaining their trust and respect. Provides applications input to customers. Focus is on helping the customer achieve desired test results and value associated with MTS equipment. + Engineering technical resource to MTS employees including Field Service Engineers, System Integration Engineers, and other customer facing personnel. Is a technical resource for solving system control, performance, or software problems. Partner with product engineering working as an interface between MTS engineering teams and our customers. Mentors junior personnel, imparting technical learning to those individuals. Provides guidance, training, and work direction as necessary for less experienced personnel focusing on both Technical and soft skills. + Learn and maintain advanced knowledge of assigned MTS Products. Keep current with product updates. Learn new products as assigned. + Configure and maintain learning environment. Coordinate classroom and laboratory equipment. + Coordinate additional presenters or subject matter experts as required. + Perform other duties as assigned. **Required Qualifications:** + Strong communication skills, both verbal and written. + Ability to communicate complex technical situations to a non-technical audience; ability to foster credibility with a technical audience. + Solid knowledge of either MTS System's Ground Vehicles or Materials products or solid industry experience. + Experience and ability to develop and deliver training in a single industry. + Proficient in Microsoft Office, PowerPoint, and Excel + Ability to work independently with a high degree of personal discipline. + 10% minimum travel and up to 20% - 25% travel may be required. **Education and Experience:** + 2-year technical degree is required, BS preferred in a technical discipline or equivalent work experience in areas such as engineering training, technical support or field service. + Minimum 2-years industry experience in demanding customer facing technical environment. **Preferred Qualifications:** + Experience delivering and/or developing technical training programs. + Experience in the operation and maintenance of MTS System's systems/equipment or related products. + Demonstrated ability to facilitate training with small and large audiences. + Demonstrated ability to solve complex technical problems remotely. **Physical Demands:** _The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._ While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. **Compensation Information:** The salary for this position ranges from $74,800 to $108,900 based on education and experience. _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._