Technical Support Engineer; Mechanical

Technical Support Engineer (Mechanical) at Intralox

Intralox L.L.C., the world leader in conveyor equipment solutions utilizing modular plastic conveyor belts, has a position available for a Technical Support Engineer (Mechanical) at our Hanover, MD location. This position reports to the Supervisor – Technical Support, US.

Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative products and services that improve lives and optimize business worldwide each day. Our conveyance solutions enhance food safety, power e-commerce, and solve challenges for industries from automotive to industrial manufacturing to consumer goods. With over 45 years of experience and 3,000+ employees, we consistently deliver reliable solutions and award-winning customer service.

• Work within the Life Cycle Services Team, supporting the US and Canadian markets.
• Serve as an advanced level remote troubleshooter and problem-solver for any issues that arise, ensuring customers reach a qualified resource promptly.
• Recommend solutions to customers and manage resolution of issues requiring additional team input or longer-term paths.
• Demonstrate a strong understanding of operational and commercial principles and make fast, independent decisions.
• Provide technical assistance to Customer Service, Account Managers, and Customers remotely by phone, written correspondence, and/or via web-conferencing.
• Make field visits to understand emerging issues, evaluate newly discovered field issues, and drive continuous improvement.
• Handle customer problems by identifying causes and recommending specific solutions.
• Own after-sales issues, managing internal workload to ensure proper completion while keeping the customer informed.
• Identify recurring issues and communicate them to product/design and project/product management groups.
• Integrate well with customer service, account managers, field service technicians, project managers, and Intralox design and testing teams.

• A bachelor’s degree in mechanical engineering, electrical controls engineering, or related discipline.
• At least one 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.
• Strong questioning skills to understand customer needs and communicate them to other team members.
• 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 reading and understanding AutoCAD (2D/3D) and other CAD design software for onsite equipment configuration.
• Computer systems knowledge/skills (e.g., order entry, databases, Excel).
• Ability to travel; approximately 25% travel per month, likely higher during initial training.
• Fluent in English (written and verbal).

• Experience with problem/complaint resolution, finding causes and recommending solutions.
• Experience in relevant customer‑facing roles.
• Experience with packaging equipment and/or material handling equipment and systems.
• Project management experience.
• Prior PLC/controls experience.

Intralox’s benefit program is a major part of an employee’s total compensation, including health, dental, vision, disability insurance, paid time off, 401(k), flexible spending account, life and AD&D insurance, long‑term care, tuition reimbursement, and additional voluntary benefits.

The salary range for this position is $68,200 to $147,300. The role may include commissions, discretionary incentives, or production incentives, depending on the plan terms.

EOE/M/F/Vet/Disabled