Mechanical Support Specialist

Responsibilities:

• The position is responsible for ensuring that our customers can reach a qualified resource to answer questions and help solve problems whenever needed. Responsibilities will also include making recommendations to customers to resolve issues and to manage the resolution of any issues that require input from additional team members or determine if they require a longer-term path to resolution.
• Provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing.
• 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.

Position Requirements:

• A high school diploma or GED equivalent.
• At least two (2) years 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 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 mechanical drawing/ design work, AutoCAD (2D and 3D) design software skills
• Computer systems knowledge/ skills (e.g. order entry, data bases, excel, etc.).
• Willingness to travel; < 25% for continuous improvement after onboarding, possibly more during initial training period
• Fluent in English (written and verbal). Spanish speaking is desired.

Preferred Requirements:

• Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
• An associates degree in engineering or related discipline.
• 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.