Mechanical Support Engineer
About The Position
Intralox is hiring a Mechanical (Technical) Support Engineer for its Hanover, Maryland or New Orleans, Louisiana locations. The role reports to the Supervisor – Technical Support, US, and works within the Life Cycle Services Team to support the US and Canadian markets. The engineer serves as an advanced remote troubleshooter, providing technical assistance to Customer Service, Account Managers, and customers by phone, written correspondence, and web conferencing. The role recommends solutions, manages customer issues through resolution, and coordinates with other teams when issues require additional input or longer-term action. It also includes field visits to understand emerging concerns, assess newly discovered field issues, and support continuous improvement. The engineer identifies recurring issues and communicates them to relevant product, design, project, and product management groups. This position requires sound operational and commercial judgment, independent decision-making within established principles, and close collaboration with customer service, account managers, field service technicians, project managers, and design and testing teams. Travel is approximately 25% per month after onboarding and may be higher during initial training.
Requirements
- Bachelor’s degree in mechanical engineering, electrical controls engineering, or another related engineering discipline.
- At least one year of experience analyzing, troubleshooting, and solving technical problems by phone or remotely.
- Service-minded, self-managed approach with ownership and commitment to a high-quality customer experience.
- Good questioning skills to understand customer needs and requirements and communicate them to other team members when needed.
- Ability to understand and manage customer expectations while maintaining a service-oriented mindset.
- Commercial affinity and ability and experience communicating effectively and directly with customers.
- Experience reading and understanding AutoCAD (2D and 3D) and other CAD design software to understand onsite equipment configurations and identify parts for troubleshooting.
- Computer systems knowledge and skills, such as order entry, databases, and Excel.
- Ability to travel; approximately 25% per month after onboarding, with a likely higher travel percentage during initial training.
- Fluency in written and spoken English.
Nice To Haves
- Experience resolving problems or complaints by identifying causes and recommending solutions.
- Experience in relevant customer-facing roles.
- Experience with packaging equipment and/or material handling equipment and systems.
- Project management experience.
- Prior PLC or controls experience.
Responsibilities
- Serve as an advanced-level remote troubleshooter and problem-solver for customer issues.
- Ensure customers can reach a qualified resource for answers and help resolving problems.
- Recommend solutions to customers and manage issues requiring input from additional team members or a longer-term resolution path.
- Provide remote technical assistance to Customer Service, Account Managers, and customers by phone, written correspondence, and web conferencing.
- Make field visits to understand emerging issues and concerns for new projects or programs, evaluate the exposure and impact of newly discovered field issues, and support continuous improvement.
- Find causes of customer problems and recommend solutions for specific applications or equipment.
- Take ownership of after-sales issues, manage internal workload to ensure completion, and keep customers informed of progress and status.
- Identify recurring issues and communicate them to relevant product/design and project/product management groups.
- Collaborate with customer service, account managers, field service technicians, project managers, and Intralox design and testing teams.
- Make fast, independent decisions while applying operational and commercial principles.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Disability insurance
- Paid time off
- 401(k)
- Flexible spending account
- Life and AD&D insurance
- Long-term care insurance
- Tuition reimbursement
- Additional voluntary benefits
- Eligibility for commissions, discretionary incentives, or production incentives according to the terms of the applicable plans
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What This Job Offers
Job Type
Full-time
