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Intralox · 1 day ago

Technical Support Engineer (Mechanical)

Baltimore, MD

Full-time

Hybrid

Entry Level

$68K/yr - $147K/yr

1+ years exp

Intralox L.L.C. is the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts. The Technical Support Engineer (Mechanical) will support the US and Canadian market by troubleshooting and resolving technical issues for customers, ensuring they receive timely and effective assistance.

ElectronicsInformation TechnologySoftware

Comp. & Benefits

H1B Sponsor Likely

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 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

Qualification

Mechanical EngineeringTroubleshootingAutoCADCustomer ServiceProject ManagementProblem ResolutionService MindedCommercial AffinityComputer Systems KnowledgeFluent in EnglishCommunication SkillsTeam Player

Required

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

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

Benefits

Health

Dental

Vision

Disability insurance

Paid time off

401K

Flexible spending account

Life and AD&D insurance

Long term care

Tuition reimbursement

Additional voluntary benefits

Company

Intralox

Glassdoor4.3

Intralox is a provider of conveying solutions in Industrial Automation

Founded in 1971

New Orleans, Louisiana, USA

1001-5000 employees

http://www.intralox.com

H1B Sponsorship

Intralox has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (20)

2024 (11)

2023 (13)

2022 (21)

2021 (16)

2020 (8)