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Intralox®

Technical Support Coordinator

Location:

New Orleans, LA, Baltimore/Washington D.C.

Category

Customer Service & Technical Support, Engineering

Division

Intralox

Hours

Days
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Intralox L.L.C. has a position available as a Technical Service Coordinator within the Equipment After-sales Team, supporting the US market. Based at either our office in Harahan, Louisiana OR Baltimore, MD, La the primary role of this position is to be the link between the customer and our field service technicians and trainers. 

Successful applicants must be able to demonstrate a good understanding of operational and commercial principles and be able to make fast and independent decisions within that clear set of principles. 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

  • Understand the customer’s service needs and determine the next steps with the right service executor.  
  • Coordinate service jobs for various Intralox products across the North America region (US, Canada, some Mexico). 
  • Ensure a timely service execution, remote and/or onsite. 
  • Provide administrative assistance like plant entry documentation, technical files, and trip reports
  • Connect the dots between the customer and the Intralox service organization so that all know what, who, when, and how. Ensure there are no gaps in services.
  • Maintain a database of customer communication (needs & agreements), available tools, and resources. 
  • Maintain good relationships with customers, service technicians, and external service partners. 

Requirements

  • 5+ years Project Management experience in a customer contact environment
  • High School diploma or equivalent. College Degree preferred.
  • 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  and technical affinity – ability and experience to communicate effectively and directly with customers
  • Detail-oriented and able to work with deadlines and under time pressure
  • 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.

Desired Qualifications

  • Packaging equipment and/or Material Handling equipment and systems experience a plus.

EOE/M/F/Vet/Disabled

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