Technical Support Engineer - Equipment Controls

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Intralox L.L.C. has a position available as a Technical Support Engineer within the Life Cycle Services - Technical Support group, supporting the US market for issues with Equipment Controls. Based at our facility in Hanover, MD OR Greater New Orleans area, the primary role of this position is to serve as an advanced level remote troubleshooter and problem-solver for any controls 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. Also responsible for making recommendations to customers to resolve issues and to manage the resolution of any issues that require input from additional team members or will 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.

Together, our 3,000+ global employees are reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers' growth worldwide for more than 45 years. We consistently and sustainably work together to create long-term value by continuously improving products, services, and processes for our customers. Our award-winning customer service team provides comprehensive support and access to technical experts to deliver fast, reliable solutions.

Intralox was founded upon the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect. We aim as a company to practice these principles every day, which is why we have been consistently recognized for innovation and workplace excellence.

We listen objectively, think creatively, and deliver results. To learn more about our company culture, philosophy, and benefits, please visit our company page .

Responsibilities
  • 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 root 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
  • Assist with project commissioning and troubleshooting of field installations.
  • Develop software for predictive maintenance, alarm/fault tracking, and efficiency statistics
  • Provide (and develop) controls/equipment training to internal staff
  • Provide (and develop) controls/equipment training to customers
  • Availability for periodic on-call responsibility
Requirements
  • BS degree in Electrical Controls Engineering, Mechanical Engineering, Industrial Engineering, or similarly related degree with a high focus on skills with equipment controls
  • Ability to program/troubleshoot PLCs and similar control systems that include field devices such as photo eyes, shaft encoders, barcode scanners, pneumatics, scales, motors, communication issues, VFDs, etc.
  • Experience with the following Developer Software:
    • Allen Bradley / Rockwell Automation Studio 5000.
    • SIEMENS TIA Portal
    • Beckhoff TWINCAT
  • Worked with Fieldbuses and communication protocols such as:
    • Devicenet and Ethernet/IP
    • Profibus and Profinet
    • CANOpen and EtherCAT
    • Ethernet TCP/IP
  • Proficiency in AutoCAD Electrical and AutoDesk Inventor
  • Experience in mechanical drawing/ design work, AutoCAD (2D and 3D) for the purposes of understanding and troubleshooting within existing drawings/layouts
  • Proficient with remote working tools (Zoom, Chime, WebEx, Teams, TeamViewer or equivalent)
  • Computer systems knowledge/ skills (e.g. order entry, data bases, excel, etc.).
  • Willingness to travel;
  • Fluent in English (written and verbal)
Desired Qualifications/Traits
  • Strong electrical and mechanical aptitude
  • Ability to problem solve and be creative; use these abilities to analyze and solve technical problems over the phone
  • Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams.
  • Service minded; self-managed mentality with a sense of ownership and commitment to a high-quality customer experience; Ability to understand and manage customer expectations while maintaining this service oriented mindset
  • Good questioning skills to understand customer needs and requirements and then to communicate to other team members when required
  • Commercial affinity - ability and experience to communicate effectively and directly with customers
  • Experience with problem/complaint resolution: handling customer problems by finding causes and recommending solutions.
  • 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.
EOE/M/F/Vet/Disabled

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