Assistant Resident Services Manager - Philadelphia, PA

About the role

We are seeking a highly motivated Assistant Resident Services Manager to support the management and development of our Resident Services team. This role assists in overseeing Resident Service Engineers who provide installation, maintenance, and technical support for Packsize equipment at customer locations. The Assistant Manager will help ensure exceptional customer service, operational efficiency, team development, and adherence to safety standards while working closely with internal departments and key customer accounts.

Responsibilities

• Assist in supervising and supporting a team of Resident Service Engineers.
• Coordinate daily service activities, schedules, workload distribution, and labor utilization.
• Support Resident Service Engineers at customer site and provide technical and operational guidance.
• Assist with onboarding, coaching, and training of new and existing team members.
• Build and maintain strong customer relationships through responsive service and communication.
• Collaborate with Engineering, Software, Quality, and Operations teams to address customer and equipment issues.
• Help review project requirements and support the definition of equipment and service scope.
• Monitor service performance metrics and assist in driving continuous improvement initiatives.
• Ensure compliance with Packsize and customer safety policies and procedures.
• Assist with inventory, parts management, and service documentation.
• Support customer escalations and work with leadership to resolve issues effectively.
• Prepare and confidently communicate Root Cause Analyses (RCAs) to customers and leadership.
• Prepare reports, update records, and complete administrative duties as assigned.
• Travel to customer locations as needed to support team members and customers.
• Participate in after-hours, weekends, and shift coverage as required in a 24/7 operational environment.

Requirements

• Bachelor's degree in engineering, Technical Studies, Business Management, or related field preferred; equivalent experience considered.
• 3+ years of service engineering, maintenance, automation, or technical support experience.
• 1-3 years of team lead, supervisory, or people management experience preferred.

Qualifications

• Valid driver's license and clean driving record.
• Ability to lift up to 50 pounds and perform physical activities associated with field service work, including standing, walking, climbing, bending, and carrying materials.

Skills

• Strong customer service and relationship management skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint).
• Working knowledge of Windows operating systems and standard business applications.
• Strong mechanical and technical troubleshooting skills.
• Ability to interpret technical drawings, manuals, and operational documentation.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work collaboratively across departments and support customer-focused solutions.

Pay

The salary range for this role is $88,600‑$108,600 USD; compensation is determined based on role, responsibilities, prior work experience, education/training, and any special skills.

Benefits

• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Paid Time Off.
• Health Savings and Flexible Spending Accounts (HSA/FSA).
• Life and disability insurance.
• Voluntary benefits: critical illness, hospital indemnity, accident, and legal/ID theft protection.
• Employee Assistance Program (EAP) for overall well‑being.

Schedule

Position requires participation in after‑hours, weekend, and shift coverage as needed in a 24/7 operational environment. Travel is expected approximately 15‑20% of the time, including local and/or overnight travel.