Job Description (General Summary)

This position is not eligible for work authorization or sponsorship. This a remote position.

Job Responsibilities and Requirements

Responsibilities:
• Provide technical support to clients via phone, email, and online ticketing systems.
• Troubleshoot and resolve complex issues related to our systems and solutions.
• Collaborate with Customer Service, Product/Project Managers, and Engineers to address and resolve client issues promptly.
• Document all client interactions, troubleshooting steps, and resolutions in the support system.
• Conduct remote diagnostics and maintenance to minimize system downtime.
• Provide guidance and training to clients on the use and maintenance of our products.
• Participate in regular training sessions to stay updated on product developments and industry trends.
• Contribute to the development of support documentation and training materials.
• Maintain a high level of customer satisfaction by delivering professional and efficient support.
• Contribute to and grow with a Global Services Team that covers every aspect of Customer pre and post-sales support.

Requirements:
• Bachelor's degree in Engineering and minimum 1 year of industry experience.
• Direct experience with a variety of industrial hardware/software Programmable Logic Controller (PLC) platforms including but not limited to Rockwell/Allen-Bradley & Siemens, including how these platforms integrate with mechanical equipment and customer systems.
• Willingness to work various shifts, including nights, weekends, and holidays.
• Excellent oral & written communication skills. Will be required to engage with customers, and internal commercial & technical stakeholders during situations of intense pressure.
• Proficiency in Microsoft Office.
• Strong analytical and problem-solving skills.
• Deep technical skills & knowledge; industrial conveyor systems preferred.
• Ability to work independently and as part of a team.
• Experience with remote support tools and technologies.
• Ability to travel 25%

Desired:
• 5+ years of Industry experience in industrial hardware/software Programmable Logic Controller (PLC) platforms.
• Proficiency in systems including but not limited to Windchill PLM, Oracle ERP, Dynamics CRM, etc.
• Certifications in relevant technologies or systems.
• Experience working in a 24/7 support environment.

Intralox's benefit program is a major part of an employee's total compensation from the company. Hired applicants may be eligible for benefits including health, dental, vision, and disability insurance, paid time off, 401K, flexible spending account, life and AD&D insurance, long term care, tuition reimbursement, and additional voluntary benefits.

The salary range provided is a good faith estimate representative of all experience levels. Intralox considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate's work experience, location, education/training and key skills. Therefore, we encourage all qualified applicants to apply regardless of their salary expectations.

The position is eligible for one of the following: commissions, discretionary incentives, or production incentives according to the terms of those plans.

Salary Range $68,200 to $147,300.

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