Engineer, Technical Support

Packsize

3d•$28 - $30•Onsite

About The Position

Technical Support Engineer - Onsite Onsite in either our Louisville, KY or Salt Lake City, UT office About Packsize Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet. 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. Training on our equipment will be provided for all individuals and specific training in certain areas may be provided to the right individual. Maintaining an enjoyable working environment for all team members is critical so we’re looking for individuals wanting to work with industry leading technology in a constructive atmosphere.

Requirements

BS/BA in related discipline is strongly preferred.
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
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

Nice To Haves

Spanish speaking is a plus
Advanced degrees are a plus
Networking or IT support experience a plus

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.
Builds 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.