Technical Support Engineer (Mechanical)

Position Overview

Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, is seeking a Technical Support Engineer (Mechanical) to work in Hanover, MD or New Orleans, LA. Reporting to the Supervisor – Technical Support, US, this role supports the US and Canadian markets by providing advanced remote troubleshooting and technical support within the Life Cycle Services Team.

Key Responsibilities

• Work within the Life Cycle Services Team to support the US and Canadian markets.
• Serve as an advanced level remote troubleshooter and problem-solver, ensuring customers can reach a qualified resource.
• Recommend solutions to resolve issues and manage escalations that require input from additional team members or longer-term resolution.
• Demonstrate a clear understanding of operational and commercial principles to make fast, independent decisions.
• Provide technical assistance to Customer Service, Account Managers, and Customers through phone, written correspondence, or web-conferencing.
• Conduct field visits to understand emerging issues, evaluate impacts, and contribute to continuous improvement efforts.
• Resolve customer problems by determining causes and recommending solutions for specific applications or equipment.
• Own after-sales issues by ensuring resolution and keeping customers informed of progress and status.
• Identify recurring issues and communicate findings to product/design and project management teams.
• Collaborate effectively with customer service, account managers, field service technicians, project managers, and other Intralox teams.

Required Qualifications

• Bachelor’s degree in mechanical engineering, electrical controls engineering, or a related engineering discipline.
• At least one (1) year of experience analyzing, troubleshooting, and solving technical problems remotely.
• Service-minded with a self-managed mentality, a sense of ownership, and a commitment to high-quality customer experience.
• Strong questioning skills to understand customer needs and effectively communicate with team members.
• Ability to manage customer expectations while maintaining a service-oriented mindset.
• Commercial affinity with experience in directly communicating with customers.
• Experience reading and understanding AutoCAD (2D and 3D) or other CAD design software for equipment configuration.
• Proficiency with computer systems including order entry, databases, and Excel.
• Willingness and ability to travel, with approximately 25% travel post-onboarding (potentially higher during initial training).
• Fluency in English, both written and verbal.

Preferred Qualifications

• Experience with problem/complaint resolution and handling customer issues.
• Previous experience in customer-facing roles.
• Experience with packaging equipment and/or material handling systems.
• Project management experience.
• Prior PLC/controls experience.

Benefits & Perks

• Comprehensive benefits including health, dental, vision, and disability insurance.
• Paid time off, 401K, flexible spending account, life and AD&D insurance, and long-term care coverage.
• Tuition reimbursement and additional voluntary benefits.
• Compensation: Salary Range of $68,200 to $147,300 with eligibility for commissions, discretionary incentives, or production incentives.