Packaging Machinery Technical Support Representative

Job Description

A Packaging Machinery Technical Service Support Representative helps remotely diagnose and resolve technical issues with all Sealed Air Protective machinery and products, which include Autobag, InstaPak, Inflatable, Paper, B+, and Shanklin. Technical Support Representatives are also key to supporting our Field Service Team by aiding with triage, providing parts recommendations, and increasing first-time fix rates. Armed with a high level of product and service knowledge, the Technical Support Representative provides customer support, technical assistance, and application support in a fast-paced, energetic environment. This role will be responsible for providing timely information and reporting on customer concerns, competitive intelligence, and other relevant data, as required, to ensure a high level of internal and external customer satisfaction. The Technical Support Representative role will work closely with the Engineering team, Technical Support Leadership, the Field Service team, and the Sales team to provide support expertise as needed. This role requires additional training and knowledge, which will be acquired through ongoing involvement in engineering projects, technical publication revisions, equipment service training, product training, manufacturing cell training, peer to-peer shadowing, and completing customer field service calls with our Technical Service Representatives. 

Onsite, Monday–Friday, 8:00 AM–5:00 PM - Starting salary is $51,800, with potential for a higher offer based on experience, qualifications, and relevant skills. 

Responsibilities

• Provide clear, concise communications to all customers (internal and external) to address technical needs with practical solutions to concerns. Resolve complex technical issues by applying technical knowledge of equipment and materials, using all available technical documentation and resources.


• Act as the customer advocate by taking ownership of customer concerns, identifying the root cause, and driving the necessary corrective actions. Facilitate cross-functional collaboration to deliver short- and long-term solutions to internal and external customers.


• Provide immediate feedback to Technical Support Leadership on any recurring concerns related to product line performance. Enter all daily customer engagement data into the relevant databases quickly to ensure that customer feedback, product line issues, and inquiries are documented for trend analysis and to update customer history.


• Serve as a Technical Services Support representative to the Engineering Team, assisting with New Product Development and systemic support issues.


• Support and represent the Technical Services teams by participating in various special projects as they arise and serving as the main point of communication about these projects to the Field Service and Sales teams.


• Collaborate with and support Technical Service Training as needed.  


• Ownership and responsibility for field-reported issues, driving resolution, and communication between engineering and the end customer.


• Update and verify the accuracy of the Technical Services Knowledge Base.


• Create reference materials like user manuals, operation instructions, service reference documents, noting changes to systems and software.


• Maintain all demo room/lab machinery and materials as needed.  


• Ability to work well both independently and in a team. Effectively communicate and present ideas to peers, suppliers, and customers, including delivering technical presentations to clients and leadership. Show sensitivity to factors that could impact manufacturing or business outcomes.


• Additional responsibilities as assigned

Qualifications

• An associate degree or technical school degree is required. 3-5 years of experience in fields such as Field Service, Remote Technical Support, Maintenance Technician, Electro-mechanical, Mechatronics Technologist, Final Assembly and Test, or Test Engineering is acceptable instead of a degree.  


• Knowledge of fully automated and semi-automated integrated machinery operations.


• Intermediate electrical knowledge. Able to read and interpret schematics to troubleshoot complex issues. Familiar with AC/DC components, PLCs, control interfaces, HMIs, and testing equipment used in troubleshooting. Comfortable operating and learning typical applications, programming, and communication tools.


• Proficient in computer software and PC skills.


• Intermediate mechanical knowledge. Able to read assembly and pneumatic drawings to troubleshoot complex issues. Knowledge of electromechanical and material handling systems is a plus.


• Technical and mechanical skills to repair machinery remotely.


• Ability to work flexibly while rapidly adapting to new technologies.


• Strong communication skills, both verbal and written. Strong and flexible team player.  Excellent analytical, interpersonal, and communication abilities to explain complex technical issues clearly.  


• Bilingual in English and Spanish with full proficiency in reading, writing, and speaking


• Ability to represent the Company professionally and effectively, including strong customer service skills.


• Capable of working under pressure and de-escalating tense situations.


• Customer service skills: Strong communication, problem-solving, patience, empathy, and managing user expectations.


• High proficiency in Microsoft Windows products (Word, Excel, PowerPoint, Teams), FSM/CRM systems (Salesforce ServiceMax a plus), ERP systems (SAP and Visual knowledge preferred), call center software (Cisco Finesse preferred), and remote monitoring software. 

Benefits and Perks
401(k)
401(k) matching
Dental insurance
Disability insurance
Employee assistance program
Employee discounts
Flexible spending account
Health insurance
Life insurance
Paid elder care
Paid time off
Parental leave
Professional development assistance
Retirement plan
Tuition reimbursement
Vision insurance