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 join our team. This position reports to the Supervisor - Technical Support, US and supports both the US and Canadian markets. Intralox, a division of Laitram, L.L.C., is dedicated to delivering innovative products and comprehensive services that enhance food safety, power e-commerce, and overcome industry challenges ranging from automotive to industrial manufacturing. With over 3,000 global employees, we pride ourselves on our culture of integrity, teamwork, and continuous improvement.

Location: Hanover, MD or New Orleans, LA
Salary: $68,200 to $147,300

Key Responsibilities

• Work within the Life Cycle Services Team to support the US and Canadian market.
• Serve as an advanced level remote troubleshooter and problem-solver, ensuring customers access a qualified resource to address issues.
• Provide recommendations to resolve issues and coordinate with additional team members for longer-term resolutions.
• Demonstrate a solid understanding of operational and commercial principles to make fast, independent decisions.
• Offer technical assistance to Customer Service, Account Managers, and Customers through phone, written correspondence, or web-conferencing.
• Conduct field visits to understand emerging issues, evaluate new project challenges, and support continuous improvement.
• Manage customer problems by identifying causes and recommending solutions for specific applications or equipment.
• Take ownership of after-sales issues and manage internal workload to ensure timely resolution while keeping customers informed.
• Identify recurring issues and communicate these to the relevant product/design and project management teams.
• Collaborate effectively with customer service, account managers, field service technicians, project managers, and Intralox design and testing teams.

Required Qualifications

• Bachelor's degree in mechanical engineering, electrical controls engineering, or a related engineering discipline.
• At least one (1) year of experience in analyzing, troubleshooting, and solving technical problems remotely (e.g., over the phone).
• Strong service-minded and self-managed mentality with a commitment to high-quality customer experiences.
• Effective questioning skills to identify customer needs and relay requirements to team members.
• Ability to manage customer expectations while maintaining a service-oriented approach.
• Commercial affinity with proven experience in effective, direct customer communication.
• Experience in reading AutoCAD (2D and 3D) and other CAD design software to understand onsite equipment configurations.
• Working knowledge of computer systems such as order entry, databases, and Excel.
• Ability to travel up to 25% per month (with the possibility of higher travel during initial training).
• Fluency in English, both written and verbal.

Preferred Qualifications

• Experience with problem/complaint resolution through identifying causes and recommending solutions.
• Previous experience in customer-facing roles.
• Familiarity with packaging equipment and/or material handling equipment and systems.
• Project management experience.
• Prior experience with PLC/controls.

Benefits & Perks

• Comprehensive health, dental, vision, and disability insurance
• Paid time off
• 401K and flexible spending account
• Life and AD&D insurance, long term care coverage
• Tuition reimbursement and additional voluntary benefits

Intralox's benefit program is a major part of an employee's total Compensation: package.