Engineer, Technical Support

About the role

A Technical Support Engineer (TSE) provides invaluable assistance for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to help improve and nurture our existing customer relationships. A TSE finds themselves working daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers. Looking for a motivated and driven individual with an interest in technology that learns quickly and enjoys working with customers and solving problems.

Responsibilities

• Answer inbound support calls and collaborate 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.
• Buils 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. Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
• 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.

Requirements

BS/BA in related discipline is strongly preferred. Spanish speaking is a plus. Advanced degrees are a plus. Networking or IT support experience a plus. 3-5 years of hands-on experience. Experience in diagnosing, solving, and implementing solutions to technical issues. Experience in high-level remote troubleshooting. Completely dependable, excellent at problem-solving and troubleshooting. Proven track record of reliability during Technical Support shifts. Excellent de-escalation skills to reduce potential dispatches. Self-motivated with a proven track record in managing technical issues and projects. Highly proficient with Packsize technology with a strong attention to detail. Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external. Must be organized and analytical, able to eliminate obstacles through creative approaches. Proven to possess great time management skills. Familiar and comfortable with high-paced, high-technology environments.

Qualifications

Working Environment and Physical Demands Required: Communicate with others to exchange information. Work within a production facility, warehouse, or manufacturing environment. Work in a noisy environment at various temperatures. Remain in a stationary position, often standing for prolonged periods. Move objects (equipment, machinery, and products) 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.

Skills

Not specified.

Benefits

Not specified.

Pay

The range for this role is $28-$30/hr; 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.

Schedule

Not specified.