Technical Support Engineer (Mechanical)

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 assistance and solutions. 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 Skills 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) 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 Overview Intralox is a provider of conveying solutions in Industrial Automation It was founded in 1971, and is headquartered in New Orleans, Louisiana, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Intralox has a track record of offering H1B sponsorships, with 22 in 2025, 11 in 2024, 13 in 2023, 21 in 2022, 16 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.