Technical Support Specialist; Mechanical

Technical Support Specialist (Mechanical)

Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, is hiring a Technical Support Specialist for our Hanover, MD or New Orleans, LA location. Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide. Our global workforce of over 3,000 employees in 20+ countries consists of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 50 years.

Intralox was founded on the principle of doing the right thing, treating customers, employees, and suppliers with honesty, fairness, and respect. We invest heavily in these values and practice our business philosophy every day, which has earned us recognition for innovation and workplace excellence. We believe in the power of a good idea, trust as the foundation of how we work, and that self‑managed people are our greatest asset.

We listen objectively, think creatively, and deliver results.

• Ensure customers can reach a qualified resource to answer questions and help solve problems whenever needed, and recommend solutions to resolve issues.
• Provide technical assistance to Customer Service, Account Managers, and Customers remotely by phone, written correspondence, and/or via web‑conferencing.
• Handle customer problems by identifying causes and recommending solutions on specific applications or equipment.
• Demonstrate ownership of after‑sales issues, ensuring resolution for customers and managing internal workload while keeping the customer informed of progress.
• Identify recurring issues and communicate them to the relevant product, design, and project management groups.
• Act as a team player well integrated with customer service, account managers, field service technicians, project managers, and Intralox design and testing teams.

• A high school diploma or GED equivalent.
• At least two (2) years of industry experience.
• 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 requirements and to communicate them 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 mechanical drawing/design work, AutoCAD (2D and 3D) design software skills.
• Computer systems knowledge/skills (e.g., order entry, databases, Excel, etc.).
• Willingness to travel;