Technical Support Engineer

1 month ago

Louisville, United States Packsize Full time
Technical Support Engineer- Internship (Onsite)

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

The Technical Support Engineer (TSE) will be responsible for providing remote technical assistance for Packsize customers out of our Louisville, Kentucky or Salt Lake City, Utah based call center. He/she answers incoming customers' calls and works within a ticketing system to log and track customer issues. He/she will work to remotely resolve a variety of technical issues that affect Packsize customers.

What You'll Do
  • Answer inbound support calls and communicate directly with customers to resolve issues.
  • Determines whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer.
  • Builds and maintains a solutions database. The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
  • Functions as a resource to field service engineers in their respective job functions.
  • Identify and diagnose problems with little information remotely. Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
  • Utilize math skills (specifically geometry) to create packaging designs and efficient machine operation by simplifying the design matrix.
  • Enhance the customer's positive experience with Packsize by recognizing their needs and providing solutions.
  • Motivate customers through training how to operate machinery and implement lean principles.
  • Communicate effectively, both internally and externally and utilize the CRM system to record and schedule engineering functions.
  • Update online database system in a timely manner to facilitate the flow of machine data and dashboard reporting.
  • Builds and maintains call center scripts in the CRM system to support Packsize customer growth.
What You'll Bring
  • Bachelor's degree in a related discipline is preferred.
  • Experience with servo drives, pneumatic systems, 480 3 phase power (knowledge of), and set up of machinery and corresponding accessories.
  • Experience with Windows and PLCs. Ability to troubleshoot PC errors and PLC functions remotely and on location.
  • Experience with Windows-based computing.
  • Excellent work ethic and time management skills, accessible via telephone, and promptly returns email and phone messages.
  • Experience in lean manufacturing and batch production preferred.
  • Experience with a fast-paced customer call center preferred
Working Environment and Physical Demands (points for job descriptions)

The following are representative of the typical working environment and physical demands

of this position. To successfully perform the essential functions of this job, you will be required to:
  • Sit/stand at a desk for prolonged periods, primarily sedentary work
  • Communicate with others to exchange information
  • Operate standard office equipment that may require repetitive motions of the wrists, hands, and/or fingers
  • Perform tasks that require bending, reaching, pushing, pulling, lifting, and carrying to move objects

What We Offer

The hourly range for this role is $18.00 USD- $21.00 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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