What are the responsibilities and job description for the Technical Support Engineer (Mechanical) position at Intralox?
Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Engineer (Mechanical) at our Hanover, MD or New Orleans, LA locations. This position reports to the Supervisor - Technical Support, US.
Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative products and services that improve lives and optimize business worldwide each day. Intralox's conveyance solutions enhance food safety, power e-commerce, and solve challenges for industries from automotive to industrial manufacturing to consumer goods.
Together, our 3,000 global employees are reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers' growth worldwide for more than 45 years. We consistently and sustainably work together to create long-term value by continuously improving products, services, and processes for our customers. Our award-winning customer service team provides comprehensive support and access to technical experts to deliver fast, reliable solutions.
Intralox was founded upon the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We aim as a company to practice these principles every day, which is why we have been consistently recognized for innovation and workplace excellence.
We listen objectively, think creatively, and deliver results. To learn more about our company culture, philosophy, and benefits, please visit our company page.
Responsibilities:
- Working within the Life Cycle Services Team, the Technical Support Engineer (Mechanical) will support the US and Canadian market.
- Serve as an advanced level remote troubleshooter and problem-solver for any issues that arise. Responsible for ensuring that our customers are able to reach a qualified resource to answer questions and help solve problems whenever needed.
- Responsible for making recommendations to customers to resolve issues and to manage the resolution of any issues that require input from additional team members or will require a longer-term path to resolution.
- Demonstrate a good understanding of operational and commercial principles and be able to make fast and independent decisions within that clear set of principles.
- Provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing.
- Make field visits for the purposes of: Understanding emerging issues/concerns for new projects/programs, Evaluating and understanding exposure and impact of newly discovered field issues, Continuous improvement.
- Problem resolution: handle customer problems by finding causes and recommending solutions on specific applications or equipment.
- Demonstrate ownership of after-sales issues, ensuring resolution for customers. This involves successfully managing the internal workload to ensure proper completion while keeping the customer informed of progress/status.
- Identifying any recurring issues, communicating these to the relevant product/design and project/product management groups.
- Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams.
Requirements:
- A bachelor's degree in mechanical engineering or electrical controls engineering, or other related engineering discipline.
- At least one (1) year of experience analyzing, troubleshooting, and solving technical problems over the phone/remotely.
- Service minded, self-managed mentality with a sense of ownership and commitment to a high-quality customer experience.
- Good questioning skills to understand customer needs and requirements and then to communicate to other team members when required.
- Ability to understand and manage customer expectations while maintaining a service oriented mindset.
- Commercial affinity - ability and experience to communicate effectively and directly with customers.
- Experience in reading and understanding AutoCAD (2D and 3D) and other CAD design software for the purposes of understanding onsite equipment configuration (understand how the system is supposed to work for troubleshooting purposes; parts ID).
- Computer systems knowledge/ skills (e.g. order entry, data bases, excel, etc.).
- Ability to travel; 25% travel per month - Post Onboarding: Understanding emerging issues/concerns for new projects/programs, Evaluating and understanding exposure and impact of newly discovered field issues, Continuous improvement; Likely higher travel percentage during initial training period
- Fluent in English (written and verbal).
Preferred Qualifications:
- Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
- Experience in relevant customer-facing roles is a plus
- Packaging equipment and/or Material Handling equipment and systems experience a plus.
- Project Management experience a plus.
- Prior PLC/controls experience a plus.
Intralox's benefit program is a major part of an employee's total compensation from the company. Hired applicants may be eligible for benefits including health, dental, vision, and disability insurance, paid time off, 401K, flexible spending account, life and AD&D insurance, long term care, tuition reimbursement, and additional voluntary benefits.
The salary range provided is a good faith estimate representative of all experience levels. Intralox considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training and key skills. Therefore, we encourage all qualified applicants to apply regardless of their salary expectations.
The position is eligible for one of the following: commissions, discretionary incentives, or production incentives according to the terms of those plans
Salary Range $68,200 to $147,300