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Intralox®

Technical Support Engineer

Location:

New Orleans, LA

Category

Customer Service & Technical Support

Division

Intralox

Hours

Days
Apply now
Intralox L.L.C. has a position available as a Technical Support Engineer within the Equipment After-sales Team, supporting the US market. Based at our US headquarters in Harahan, LA, the primary role of this position is to 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. 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 offers an unparalleled opportunity for those who want to work for an established, yet consistently growing company, with opportunities for international exposure, continuous improvement, and career advancement. To learn more about our company culture, philosophy, and benefits, please visit our Careers website

Responsibilities

  • Provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing.
  • Service oriented, understanding and managing customer expectations.
  • 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.

Requirements

  • BS degree in Mechanical Engineering, Industrial Engineering, or similarly related degree 
  • 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 requirement and then to communicate to other team members when required
  • 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.).
  • Fluent in English (written and verbal). Spanish speaking is desired.

Desired Qualifications

  • Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
  • Electrical controls knowledge/ experience a plus.
  • Packaging equipment and/or Material Handling equipment and systems experience a plus.
  • Project Management experience a plus.
EOE/M/F/Vet/Disabled

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