Field Service Technician-Business Benefit Team

Intralox•Baltimore, MD

14d•$20 - $44•Hybrid

About The Position

As a Field Service Technician, you will serve as the vital connection between real-world operations and product innovation. Working closely with Controls Engineers and Product Development teams, you will install, troubleshoot, optimize, and validate conveyance systems in demanding customer environments. Your hands-on expertise and mechanical aptitude will directly influence product improvements, system reliability, and customer success. This role is ideal for someone who enjoys solving technical challenges in real time, working independently, and turning field observations into meaningful improvements that advance the next generation of conveyance technology. 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. This position is not eligible for work authorization or sponsorship.

Requirements

A high-school diploma or GED
At least 5 years of experience with hands on mechanical work either assembling machinery such as automobiles or heavy equipment or servicing things in that type of industry
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 Microsoft Office, Video Editing
Ability to travel; 20-80% of the time. This role will be based in Hanover,MD and will be in the office 5 days a week when not traveling in support of pilot systems.
When not traveling the Business Benefits Team members will work from the Hanover facility and help the Development team in developing the next new technology. This will enable the team to learn as it is developed and therefore be better prepared and trained on how to improve it in the field.
Fluent in English (written and verbal).

Nice To Haves

Experience with problem/complaint resolution: 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.

Responsibilities

Serve as the front-line technical expert for conveyor and conveying system installations, startup activities, troubleshooting, and performance optimization at customer facilities and pilot locations.
Diagnose and resolve complex mechanical issues independently, applying sound troubleshooting techniques and practical experience to restore equipment performance quickly and safely.
Partner closely with Controls Engineers during system commissioning, performance evaluations, and field trials to ensure mechanical and controls systems operate seamlessly together.
Identify root causes, not just symptoms, using observation, testing, and data collection to uncover opportunities for improved equipment performance, reliability, and maintainability.
Transform field experience into engineering insight by documenting observations, recurring issues, and customer feedback that help guide future product development and system enhancements.
Support pilot installations and product validation efforts, ensuring new technologies and conveyance solutions are successfully tested in real-world operating conditions.
Perform equipment inspections and assessments, identifying wear patterns, maintenance concerns, and operational risks before they impact customer production.
Assist with installation, modification, and commissioning of new equipment, helping customers achieve optimal system performance from day one.
Collaborate with engineering teams to validate design concepts, evaluate prototype performance, and recommend improvements based on real-world application experience.
Provide technical support and training to customers, building confidence in equipment operation, maintenance practices, and system capabilities.
Develop a deep understanding of modular plastic belting, conveying equipment, and application-specific solutions, becoming a trusted resource for customers and internal teams alike.
Maintain thorough service documentation and field reports, capturing findings, corrective actions, and opportunities for continuous improvement.
Support emergency troubleshooting efforts when needed, demonstrating composure, technical expertise, and a commitment to solving critical customer challenges.
Contribute to continuous improvement initiatives by identifying tools, processes, and technologies that increase service efficiency, reliability, and overall customer satisfaction.
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.
The main mechanical resource for the Business Benefits Team, executing on any mechanical issues or upgrades the team wants to test for improvements or as a fix to an existing issue.
Provide input to and collaborate with the Mechanical and Controls Engineers on issues you observe and proposing potential solutions that are aimed at reaching our customer’s goals.
Documenting observations about the conveyance equipment, how its running, what issues are present from an installation, service or longevity standpoint.
Documenting system performance, in support of the team Test Engineer you will be asked to observe and record certain performance parameters that are critical to us making improvements.
Assisting and at times leading with tests, following a verbal or written test procedure to ensure certain variables are controlled so the outcome of the test drives improvements in the correct direction.