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Resident Service Supervisor

2 months ago

Lancaster, Texas, United States Packsize LLC Full time
About the Role

Packsize LLC is seeking a highly skilled Resident Service Supervisor to lead our team of Resident Service Engineers. This individual will be responsible for supervising a team of engineers who provide 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.

Key Responsibilities
  • 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
  • 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
Requirements
  • 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