Mechanical Support Engineer

Laitram LLC; Harahan (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Intralox L.L.C. in New Orleans, LA, is seeking a Mechanical Support Engineer to support US and Canadian markets. You will troubleshoot remotely, guide customers, and collaborate with service teams to ensure quick problem resolution.

The role requires a degree in mechanical or electrical controls engineering, at least one year of technical support experience, strong communication skills, CAD experience, and willingness to travel about 25% after onboarding. Fluency in English is essential.

Qualifications

• Bachelor's degree in mechanical or electrical engineering or related field.
• Experience analyzing and solving technical problems over the phone/remotely.
• Strong customer-focused mindset and ownership of issues.
• Ability to read 2D/3D CAD drawings (AutoCAD) for troubleshooting.
• Proficient with basic computer systems and Excel.

Responsibilities

• Provide remote technical assistance to US and Canadian markets via phone, written, or web conferencing.
• Serve as an advanced troubleshooter and recommend solutions while coordinating with internal teams.
• Support Customer Service, Account Managers, and customers; ensure qualified resources are available.
• Conduct field visits for issue assessment, project support, and continuous improvement.
• Own after-sales issues and manage workload to ensure timely resolution and clear status updates.
• Identify recurring issues and communicate with product/design and project teams.
• Travel 25% per month after onboarding; higher travel during initial training.
• Read and interpret AutoCAD (2D/3D) drawings to understand onsite equipment configuration.

Skills

Remote troubleshooting

Customer service

Communication skills

English fluency

Travel readiness

CAD understanding

Education

Bachelor's degree in Mechanical Engineering or Electrical Controls Engineering

Tools

AutoCAD

Job description

Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Mechanical Support Engineer at our New Orleans, LA locations. 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.

Responsibilities

• Working within the Life Cycle Services Team, the Mechanical Support Engineer 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, Continuous improvement.
• Problem resolution: handle customer problems by finding causes and recommending solutions on specific applications or equipment.
• Demonstrate ownership of after-sales issues, ensuring resolution for customers. This involves successfully managing the internal workload to ensure proper completion while keeping the customer informed of progress/status.
• Identifying any recurring issues, communicating these to the relevant product/design and project/product management groups.
• Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams.

Requirements

• A bachelor’s degree in mechanical engineering or electrical controls engineering, or other 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 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 (e.g. order entry, data bases, excel, etc.).
• Ability to travel; 25% travel per month - Post Onboarding: Understanding emerging issues/concerns for new projects/programs, Evaluating and understanding exposure and impact of newly discovered field issues, Continuous improvement; Likely higher travel percentage during initial training period Fluent in English (written and verbal).

Preferred Qualifications

• Experience with problem/complaint resolution: handling customer problems by 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.