Technical Support Engineer

Laitram LLC; Harahan (LA); On-site; USD 55,000 - 75,000; Full time

Job summary

Intralox L.L.C. in New Orleans, LA is seeking a Technical Support Engineer (Mechanical) to support US/Canadian markets.

You’ll troubleshoot remotely, provide technical assistance, and visit sites to resolve equipment issues, while coordinating with service teams and customers to ensure timely resolutions. Requirements include a bachelor’s in engineering and 1+ year of remote problem-solving, strong English communication, and willingness to travel up to 25% post onboarding.

Qualifications

• A bachelor’s degree in mechanical engineering or electrical controls engineering, or other related engineering discipline.
• At least 1 year of experience analyzing, troubleshooting, and solving technical problems 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 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 understanding onsite equipment configuration.
• Computer systems knowledge/skills (e.g. order entry, databases, Excel).
• Ability to travel; 25% travel per month – Post Onboarding.
• Fluent in English (written and verbal).

Responsibilities

• Work as part of Life Cycle Services Team, supporting US and Canadian market.
• Serve as an advanced remote troubleshooter for issues that arise.
• Recommend solutions and manage resolutions requiring input from team members.
• Make fast, independent decisions within operational and commercial principles.
• Provide technical assistance remotely via phone, email, or web conferencing.
• Make field visits to resolve problems and suggest solutions on equipment.
• Own after-sales issues and ensure customer resolution.
• Identify recurring issues and communicate with product/design teams.
• Collaborate with customer service, account managers, field service techs, project managers, and testing teams.

Skills

Troubleshooting

Customer service

Communication

Technical support

English fluency

Problem solving

Team collaboration

Remote support

Travel readiness

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 Technical Support Engineer at our New Orleans, LA location.

This position reports to the Supervisor – Technical Support, US.

Responsibilities:

• Working within the Life Cycle Services Team, the Technical Support Engineer (Mechanical) will support the US and Canadian market.
• Serve as an advanced level remote troubleshooter and problem-solver for any issues that arise.
• 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: 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.
• Computer systems knowledge/skills (e.g. order entry, data bases, excel, etc.).
• Ability to travel; 25% travel per month – Post Onboarding.
• Fluent in English (written and verbal).