Job Description

Responsibilities

• Working within the Life Cycle Services Team, the Technical Support Engineer will support the US and Canadian market
• Serve as an advanced level remote troubleshooter and problem-solver for any issues that arise
• Responsible for ensuring that our customers are able to reach a qualified resource to answer questions and help solve problems whenever needed
• 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
• Demonstrate a good understanding of operational and commercial principles and be able to make fast and independent decisions within that clear set of principles
• Provide technical assistance to Customer Service, Account Managers and Customers remotely by phone, written correspondence and/or via web-conferencing
• Make field visits for the purposes of:Understanding emerging issues/concerns for new projects/programs, Evaluating and understanding exposure and impact of newly discovered field issues, Continuous improvement
• Problem 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 involves 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/product management groups
• Team player, well integrated with customer service, account managers, field service technicians, project managers, and other Intralox design and testing teams

Requirements

• A bachelor’s degree in mechanical engineering or electrical controls engineering
• At least one (1) 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
• 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 reading and understanding AutoCAD (2D and 3D) and other CAD design software for the purposes of understanding onsite equipment configuration (understand how the system is supposed to work for troubleshooting purposes; parts ID)
• Computer systems knowledge/ skills (e.g. order entry, data bases, excel, etc.)
• Ability to travel; 25% travel per month - Post Onboarding:Understanding emerging issues/concerns for new projects/programs, Evaluating and understanding exposure and impact of newly discovered field issues, Continuous improvement; Likely higher travel percentage during initial training period
• Fluent in English (written and verbal)