Supervisor, Resident Services

About the role

Packsize is seeking a highly skilled Resident Service Supervisor. This position will supervise a team of Resident Service Engineers.

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
• 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
• Able 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
Able 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

Qualifications

Associate degree or Vocational technical training is strongly desired, Bachelor’s in related area preferred

Skills

Good mechanical and troubleshooting skills

Benefits

Salary range: $80,000 USD - $85,000 USD

Additional benefits include:

• Medical, dental, and vision coverage
• 401(k) retirement plan
• Paid Time Off
• Health Savings and Flexible Spending Accounts (HSA/FSA)
• Life and disability insurance
• Access to an Employee Assistance Program (EAP) to support your overall well-being

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.