Technical Support Specialist

Laitram LLC; Harahan (LA); On-site; USD 45,000 - 65,000; Full time

Job summary

Intralox L.L.C. in New Orleans, LA is seeking a Technical Support Specialist to provide technical assistance to Customer Service, Account Managers, and customers via phone, email, and web-conferencing. You will ensure timely problem resolution and quality customer interactions.

The role requires a high school diploma, at least 2 years of industry experience, and strong communication skills. Some travel (<25%) is expected, with opportunities for growth in a dynamic, global company.

Qualifications

• 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.
• 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.

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.

Skills

Technical support

Customer service

Problem solving

Communication

Phone support

Team collaboration

Education

High school diploma

Associates degree in engineering (preferred)

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. Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset. We listen objectively, think creatively, and deliver results.

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.