Supervisor, Resident Service
2 weeks ago
Weekend Nights - Friday-Sunday 6pm-6am
About Packsize
Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box-it's delivering what's right for our customers, their customers, our people, and the planet.
About The Role
Packsize is seeking a highly skilled Resident Service Supervisor. This position will supervise a team of Resident Service Engineers. The Resident Services team responsibilities include providing service at key customer locations to install, maintain and support Packsize equipment, as well as build and maintain customer relationships by effectively servicing the equipment. This individual must understand the needs of the customer, work proactively and efficiently to meet those needs, and lead the team in providing 5-Star customer service and support.
What You'll Do
- Complete and successfully pass all assigned training courses
- Develop and exhibit expert level knowledge of Packsize hardware and software technologies
- Understand, adhere, and enforce compliance with Packsize and Customer safety protocols and procedures
- Analyze customer Key Performance Indicators (KPI's) to identify new or ongoing machine performance issues resulting in problem-solving and machine maintenance.
- Read and accurately interpret electrical schematics and mechanical drawings
- Understand and successfully utilize diagnostic tools (deflection and frequency devices, multimeter, etc)
- Clear and concise written technical communication - ability to provide a high level of written documentation
- Contribute to Packsize's ongoing success by contributing to our written knowledge base
- Ongoing coaching and training of team members
- Manage and complete site workload
- Ensure accurate and timely completion of preventative maintenance tasks
- Manage and ensure 100% accuracy of spare parts inventory
- Ensure local team is meeting machine performance KPIs
- Ensure ongoing compliance with machine upgrades and retrofits
- Work with escalated support resources to resolve complex mechanical, electrical, controls, and software issues
- Act as the face of Packsize at the assigned customer site, provide world class customer service and support
- Available for occasional travel (work on installs, special projects, and ongoing development)
- Be consistently available to provide escalated support to local team
- Ability to be flexible with work hours in order to provide coaching and support to team members across various shifts
- Review and approve time cards and expense reports
- Excellent Customer Service skills
- Basic Excel, Word skills
- Knowledge of Windows platforms
- Advanced mechanical skills
- Advanced troubleshooting skills to resolve equipment issues utilizing drawings, operational characteristics, and technical documentation
- Ability to learn troubleshooting and problem-solving procedures
- Able and willing to lift up to 50 lbs
- Ability to walk, climb, stand, carry materials, stoop, kneel, bend at waist
- Must be able to climb a ladder
- Exhibit mature, independent judgment with little or no direct supervision
- Effectively communicate through written and verbal reports to customer and direct supervision regarding worksite status
- Associate degree or Vocational technical training is strongly desired, Bachelor's in related area preferred
- Good mechanical and troubleshooting skills
- Clean driving record with a valid driver's license
- There will be initial travel requirements for training purposes. Additional travel outside of the work location will be assigned by manager.
To successfully perform the essential functions of this job, you will be required to:
- Communicate with others to exchange information
- Work within a production facility, warehouse, or manufacturing environment
- Move yourself in different positions to accomplish tasks in various environments, including tight and confined spaces
- Convey yourself great distances within and around various work sites and from one work site to another
- Remain in a stationary position, often standing for prolonged periods.
- Work in a noisy environment at various temperatures
- Move objects (equipment, machinery, and products) weighing up to 50 lbs
- Ascend and descend ladders, stairs, scaffolding, ramps, steps stools, and the like
- Perform tasks that require you to bend, stretch, push, pull, carry, and reach
What We Offer
The salary range for this role is $80,000 USD - $85,000 USD; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.
If this role excites you but you don't meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.
Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.
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