Mechanical Support Specialist

Laitram LLC; Harahan (LA); On-site; USD 54,000 - 72,000; Full time

Job summary

Intralox L.L.C. seeks a Technical Support Specialist at our New Orleans, LA location to provide expert technical assistance to customers, account managers, and service teams. You will troubleshoot problems, communicate effectively, and collaborate with design and project teams to resolve issues and improve products.

The role requires a high school diploma or GED with 2+ years of industry experience, willing to travel <25%, and strong English skills; Spanish is a plus.

Qualifications

• High school diploma or GED required.
• Associates degree in engineering or related discipline preferred.
• Experience in mechanical drawing/design is a plus.
• Spanish language ability is a plus.

Responsibilities

• Provide remote and on-site technical assistance to customers via phone, email, and web-conferencing.
• Resolve customer issues by identifying root causes and proposing solutions.
• Coordinate with internal teams to ensure timely resolution and communicate progress to customers.

Skills

Analytical problems

Service mindset

Questioning skills

Customer expectation mgmt

Communication with customers

AutoCAD (2D/3D)

Computer systems & Excel

Willingness to travel

English fluency

Education

High school diploma or GED

Associate degree in engineering or related field

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 Technical Support Specialist for our New Orleans, LA location. Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide. Our global workforce of over 3,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 50 years.

Responsibilities :

• The position is responsible for ensuring that our customers can reach a qualified resource to answer questions and help solve problems whenever needed.
• Responsibilities will also include making recommendations to customers to resolve issues and to manage the resolution of any issues that require input from additional team members or determine if they require a longer-term path to resolution.
• Provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing.
• Problem/ complaint 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 may involve 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 management groups.
• Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams.

Position Requirements :

• A high school diploma or GED equivalent.
• At least two (2) years industry experience.
• Able to analyze and solve technical problems over the phone 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 mechanical drawing/ design work, AutoCAD (2D and 3D) design software skills
• Computer systems knowledge/ skills (e.g. order entry, data bases, excel, etc.).
• Willingness to travel; < 25% for continuous improvement after onboarding, possibly more during initial training period
• Fluent in English (written and verbal).
• Spanish speaking is desired.

Preferred Requirements :

• Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
• An associates degree in engineering or related discipline.
• 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.