Technical Support Engineer (Mechanical)

Laitram LLC; Harahan (LA); On-site; USD 60,000 - 90,000; Full time

Job summary

Intralox L.L.C. seeks a Technical Support Engineer (Mechanical) to support the US and Canadian markets from Hanover, MD or New Orleans, LA. You will troubleshoot remotely, propose solutions, and coordinate cross-functional teams to resolve complex issues.

The role requires a mechanical or electrical controls engineering degree and at least 1 year of technical problem-solving experience, with CAD proficiency and willingness to travel up to 25% as needed.

Qualifications

• Bachelor’s degree in mechanical engineering, electrical controls engineering, or related field.
• At least 1 year of experience analyzing, troubleshooting, and solving technical problems remotely.
• Strong communication, ownership, and a high-quality customer experience mindset.
• Ability to read AutoCAD (2D/3D) and understand onsite equipment configuration.

Responsibilities

• Support US and Canadian market within Life Cycle Services Team.
• Act as an advanced remote troubleshooter and problem-solver.
• Make recommendations to resolve issues and coordinate longer-term resolutions.
• Understand operational and commercial principles; make fast, independent decisions.
• Provide remote technical assistance by phone, email, or web conferences.
• Make field visits to resolve customer problems on equipment.
• Own after-sales issue resolution and keep customers informed of progress.
• Identify recurring issues and communicate to design/product teams.
• Collaborate with customer service, account managers, and field technicians.

Skills

Troubleshooting

Customer service

Communication

Problem solving

Ownership

English fluency

Education

Mechanical engineering degree

Electrical controls engineering degree

Tools

AutoCAD

Excel

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 (Mechanical) at our Hanover, MD or 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. 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. To learn more about our company culture, philosophy, and benefits, please visit our company page.

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 (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: 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.