Intralox-posted 9 months ago
$68,200 - $147,300/Yr
Full-time • Entry Level
Washington, DC
Merchant Wholesalers, Nondurable Goods

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.

  • Support the US and Canadian market as part of the Life Cycle Services Team.
  • Serve as an advanced level remote troubleshooter and problem-solver for any issues that arise.
  • Ensure that customers can reach a qualified resource to answer questions and help solve problems.
  • Make recommendations to customers to resolve issues and manage the resolution of any issues requiring input from additional team members.
  • Demonstrate a good understanding of operational and commercial principles and make fast and independent decisions.
  • Provide technical assistance to Customer Service, Account Managers, and Customers remotely via phone, written correspondence, and web-conferencing.
  • Make field visits to understand emerging issues/concerns for new projects/programs and evaluate newly discovered field issues.
  • Handle customer problems by finding causes and recommending solutions on specific applications or equipment.
  • Demonstrate ownership of after-sales issues, ensuring resolution for customers.
  • Identify recurring issues and communicate these to relevant product/design and project/product management groups.
  • Collaborate effectively with customer service, account managers, field service technicians, project managers, and other design and testing teams.
  • A bachelor's degree in mechanical engineering or electrical controls engineering.
  • 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 communicate them to other team members.
  • Ability to understand and manage customer expectations while maintaining a service-oriented mindset.
  • Commercial affinity and experience to communicate effectively with customers.
  • Experience in reading and understanding AutoCAD (2D and 3D) and other CAD design software.
  • Computer systems knowledge/skills (e.g., order entry, databases, Excel, etc.).
  • Ability to travel; 25% travel per month.
  • Fluent in English (written and verbal).
  • Experience with problem/complaint resolution.
  • Experience in relevant customer-facing roles.
  • Packaging equipment and/or Material Handling equipment and systems experience.
  • Project Management experience.
  • Health insurance
  • Dental insurance
  • Vision insurance
  • Disability insurance
  • Paid time off
  • 401K
  • Flexible spending account
  • Life and AD&D insurance
  • Long term care
  • Tuition reimbursement
  • Additional voluntary benefits
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