Technical Support Specialist (Mechanical)

Position Overview

Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, is seeking a Technical Support Specialist for our Location: Hanover, MD or New Orleans, LA. Intralox is a division of Laitram, L.L.C. and boasts an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.

Founded on the principle of doing the right thing by treating customers, employees, and suppliers with honesty, fairness, and respect, Intralox has been consistently recognized for innovation and workplace excellence. With over 3,000 employees worldwide and more than 50 years driving customer growth, we are looking for a dedicated professional who listens objectively, thinks creatively, and delivers results.

Key Responsibilities

• Ensure that customers can reach a qualified resource to answer questions and help solve problems, including making recommendations to resolve issues and managing the resolution process when additional team input is needed.
• Provide technical assistance to Customer Service, Account Managers, and Customers remotely via phone, written correspondence, and web-conferencing.
• Handle problem/complaint resolution by identifying causes and recommending solutions for specific applications or equipment.
• Demonstrate ownership of after-sales issues by managing internal workloads to ensure proper completion while keeping customers informed of progress and status.
• Identify recurring issues and communicate these to the relevant product/design and project management teams.
• Collaborate effectively as a team player with customer service, account managers, field service technicians, project managers, and design/testing teams.

Required Qualifications

• A high school diploma or GED equivalent.
• At least two (2) years of industry experience.
• Ability to analyze and solve technical problems over the phone.
• Service-minded with a self-managed mentality, strong ownership, and commitment to a high-quality customer experience.
• Good questioning skills to understand customer needs and effectively communicate requirements to team members.
• Ability to manage customer expectations while maintaining a service-oriented mindset.
• Commercial affinity with the ability and experience to communicate effectively and directly with customers.
• Experience in mechanical drawing/design work and proficiency in AutoCAD (both 2D and 3D) design software.
• Proficiency with computer systems (e.g., order entry, databases, Excel, etc.).
• Willingness to travel.
• Fluency in English (written and verbal); Spanish speaking is desired.

Preferred Qualifications

• Experience with problem/complaint resolution by identifying causes and recommending solutions.
• An associate’s degree in engineering or a related discipline.
• Previous experience in relevant customer-facing roles.
• Experience with packaging equipment and/or material handling systems.
• Project management experience.
• Prior PLC/controls experience.

Benefits & Perks

• Intralox's comprehensive benefits program may include health, dental, vision, and disability insurance, paid time off, 401K, flexible spending accounts, life and AD&D insurance, long term care, tuition reimbursement, and additional voluntary benefits as part of the total Compensation: package.
• Salary: $40,600 to $88,820 per year, based on experience and other determining factors.
• The position is eligible for commissions, discretionary incentives, or production incentives based on the applicable plan terms.