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Technical Support Specialist Equipment - APAC


Melbourne, Australia






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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 (TSS) within the Equipment Services Team, supporting the APAC market. Based at our Australia plant in Melbourne, the primary role of this position is to serve as an advanced level remote troubleshooter and problem-solver for any issues that arise and is responsible for making recommendations to customers on specific applications and equipment to resolve the issue 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 a clear set of principles. This role is based in our Melbourne office, reporting to Life Cycle Services Manager (South APAC).

Main Job Responsibilities:
  • Problem/complaint resolution: handle customer problems by finding root causes and recommending best solutions. Document the problems and resolution clearly in the system.
  • Provide consistent high-quality aftersales service: demonstrate ownership of after-sales issues, ensuring clear resolutions are delivered to customers on time; identify any recurring issues, communicating these to the relevant product/design and project management groups.
  • Service-oriented, by understanding and managing customer expectations.
  • Post-sale technical support on equipment product line
  • Provide technical assistance to Customer Service, Account Managers, and Customers remotely by phone, written correspondence, and/or via web-conferencing.
  • Price Equipment Service products and solutions and deliver clear and concise equipment service proposals to customers
  • Conduct classroom/remote trainings for customers & service team.
  • Ensure good alignment and coordination with customer service, account managers, field service technicians, project managers, and other Intralox design and operation teams.
Skills and Qualifications:
  • College education (preferably in mechanical or electrical engineering) or equivalent work experience with industry qualifications.
  • Minimum 3 years of equipment aftersales or related experience.
  • Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
  • Commercial affinity – ability, and experience to communicate effectively and directly with customers, good listening skills to understand customer needs and requirement.
  • Knowledge in failure mode analysis or other quality analysis tools is beneficial.
  • Knowledge in mechanical drawing or design work, AutoCAD (2D and 3D) design software skills. 
  • Knowledge of conveyor construction, electrical controls and conveyance systems is highly beneficial.
  • Service minded, self-managed mentality with a sense of urgency and ownership.
  • Fluent in spoken and written English. Other languages (Japanese, Chinese, Hindi or Thai) are valuable.
  • Computer systems knowledge/ skills (e.g. CRM, ERP, data bases, MS office)