Technical Support Engineer (Mechanical)

Position Overview

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 location. 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.

Key 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, and driving continuous improvement.
• Handle customer problems by finding causes and recommending solutions on specific applications or equipment.
• Demonstrate ownership of after-sales issues, ensuring proper resolution while keeping the customer informed of progress/status.
• Identify any recurring issues and communicate these to the relevant product/design and project/product management groups.
• Collaborate as a team player with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams.

Required Qualifications

• A bachelor’s degree in mechanical engineering, electrical controls engineering, or another 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 to effectively communicate with 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 to interpret onsite equipment configuration for troubleshooting purposes.
• Computer systems knowledge and skills (e.g., order entry, databases, Excel, etc.).
• Ability to travel; 25% travel per month post on-boarding with potential for a higher travel percentage during initial training.
• Fluency in English (written and verbal).

Preferred Qualifications

• Experience with problem/complaint resolution by identifying causes and recommending solutions.
• Experience in relevant customer-facing roles is a plus.
• Experience with packaging equipment and/or material handling equipment and systems is a plus.
• Project management experience is a plus.
• Prior experience with PLC/controls is a plus.

Benefits & Perks

• Eligibility 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. These form a major part of an employee’s total compensation.
• Salary Range: $68,200 to $147,300 with potential for commissions, discretionary incentives, or production incentives.