Technical Support Specialist
Baltimore or New Orleans
New Orleans, LA, Baltimore/Washington D.C.
Customer Service & Technical Support
Intralox L.L.C. has a position available as a Technical Support Specialist within the Equipment After-sales Team, supporting the US market. Based at our office in Baltimore, MD OR our US headquarters in Harahan, Louisiana, the primary role of this position is to serve as an advanced level remote troubleshooter and problem-solver for any issues that arise.
The position is responsible for ensuring that our customers are able to 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.
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 that clear set of principles. This position reports to the Supervisor Technical Support, US. (Baltimore office available for long term employment after approx 1 year of intermittent, yet extensive, training in the Harahan, La office. Position also available full time in Harahan, LA.)
Intralox offers an unparalleled opportunity for those who want to work for an established, yet consistently growing company, with opportunities for international exposure, continuous improvement, and career advancement. To learn more about our company culture, philosophy, and benefits, please visit our Careers website.
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.
4+ years of Technical Troubleshooting experience (Field service work preferred).
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 experienc
Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
Good questioning skills to understand customer needs and requirement 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).
#li-americas 25%="" for="" continuous="" improvement="" after="" onboarding.="" (possibly="" more="" during="" initial="" training="" period)="" *="" fluent="" in="" english="" (written="" and="" verbal).="" desired="" qualifications="" *="" bs="" degree="" in="" mechanical="" engineering,="" industrial="" engineering,="" electrical="" controls="" engineering="" *="" experience="" in="" relevant="" customer-facing="" roles.="" *="" fluency="" in="" spanish="" a="" plus.="" *="" packaging="" equipment="" and/or="" material="" handling="" equipment="" and="" systems="" experience="" a="" plus.="" *="" project="" management="" experience="" a="" plus.="" eoe/m/f/vet/disabled=""> 25% for continuous improvement after onboarding. (possibly more during initial training period)