Note: The job is a remote job and is open to candidates in USA. Intralox L.L.C., the world leader in conveyor equipment solutions, is seeking a Mechanical (Technical) Support Engineer for 24/7 support. The role involves providing technical assistance to clients, troubleshooting complex issues, and collaborating with various teams to ensure customer satisfaction.
Responsibilities
- Provide technical support to clients via phone, email, and online ticketing systems
- Troubleshoot and resolve complex issues related to our systems and solutions
- Collaborate with Customer Service, Product/Project Managers, and Engineers to address and resolve client issues promptly
- Document all client interactions, troubleshooting steps, and resolutions in the support system
- Conduct remote diagnostics and maintenance to minimize system downtime
- Provide guidance and training to clients on the use and maintenance of our products
- Participate in regular training sessions to stay updated on product developments and industry trends
- Contribute to the development of support documentation and training materials
- Maintain a high level of customer satisfaction by delivering professional and efficient support
- Contribute to and grow with a Global Services Team that covers every aspect of Customer pre and post-sales support
Skills
- Bachelor's degree in Engineering and minimum 1 year of industry experience
- Direct experience with a variety of industrial hardware/software Programmable Logic Controller (PLC) platforms including but not limited to Rockwell/Allen-Bradley & Siemens, including how these platforms integrate with mechanical equipment and customer systems
- Willingness to work various shifts, including nights, weekends, and holidays
- Excellent oral & written communication skills. Will be required to engage with customers, and internal commercial & technical stakeholders during situations of intense pressure
- Proficiency in Microsoft Office
- Strong analytical and problem-solving skills
- Deep technical skills & knowledge; industrial conveyor systems preferred
- Ability to work independently and as part of a team
- Experience with remote support tools and technologies
- Ability to travel 25%
- 5+ years of Industry experience in industrial hardware/software Programmable Logic Controller (PLC) platforms
- Proficiency in systems including but not limited to Windchill PLM, Oracle ERP, Dynamics CRM, etc
- Certifications in relevant technologies or systems
- Experience working in a 24/7 support environment
Benefits
- Health, dental, vision, and disability insurance
- Paid time off
- 401K
- Flexible spending account
- Life and AD&D insurance
- Long term care
- Tuition reimbursement
- Additional voluntary benefits
- Commissions, discretionary incentives, or production incentives according to the terms of those plans
Company Overview