Supervisor, Resident Services

Packsize

3d•$38 - $41•Onsite

About The Position

Packsize is seeking a Resident Services Supervisor to lead a team of Resident Service Engineers serving key customer locations. The team installs, maintains, and supports Packsize equipment while building customer relationships through effective service. The supervisor understands customer needs, works proactively and efficiently to meet them, and leads the team in delivering high-quality customer service and support. The schedule is Friday through Sunday, 6:00 p.m. to 6:30 a.m., in Greencastle, Pennsylvania. Occasional travel may be required for installations, special projects, ongoing development, and training; additional travel outside the work location will be assigned by the manager. The role includes coaching and training team members, managing site workload, ensuring preventative maintenance and spare-parts inventory accuracy, and supporting machine performance and compliance with upgrades and retrofits. The supervisor also works with escalated support resources to resolve complex equipment issues and reviews and approves time cards and expense reports. Packsize builds packaging technology, designs solutions, and automates processes. The company describes its approach as delivering what is right for its customers, their customers, its people, and the planet. The hourly pay range for this role is $38.46–$40.86 USD. Packsize offers medical, dental, and vision coverage; a 401(k) retirement plan; paid time off; Health Savings and Flexible Spending Accounts; life and disability insurance; voluntary insurance and legal/ID theft protection; and an Employee Assistance Program. Packsize is an Equal Opportunity employer and provides reasonable accommodations in the application process to qualified individuals with disabilities.

Requirements

Excellent customer service skills.
Basic Excel and Word skills.
Knowledge of Windows platforms.
Advanced mechanical skills.
Advanced troubleshooting skills, including resolving equipment issues using drawings, operational characteristics, and technical documentation.
Ability to learn troubleshooting and problem-solving procedures.
Ability and willingness to lift up to 50 lbs.
Ability to walk, climb, stand, carry materials, stoop, kneel, and bend at the waist.
Ability to climb a ladder.
Ability to exercise mature, independent judgment with little or no direct supervision.
Ability to communicate effectively through written and verbal reports to customers and direct supervision regarding worksite status.
Clean driving record and a valid driver’s license.

Nice To Haves

Associate degree or vocational technical training is strongly desired.
Bachelor’s degree in a related area is preferred.
Good mechanical and troubleshooting skills.

Responsibilities

Complete and successfully pass all assigned training courses.
Develop and demonstrate expert-level knowledge of Packsize hardware and software technologies.
Understand, follow, and enforce Packsize and customer safety protocols and procedures.
Analyze customer KPIs to identify machine performance issues and support problem-solving and maintenance.
Read and accurately interpret electrical schematics and mechanical drawings.
Use diagnostic tools such as deflection and frequency devices and multimeters.
Provide clear, concise written technical communication and documentation.
Contribute to Packsize’s written knowledge base.
Coach and train team members on an ongoing basis.
Manage and complete site workload.
Ensure preventative maintenance tasks are completed accurately and on time.
Manage spare-parts inventory and ensure 100% accuracy.
Ensure the local team meets 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.
Represent Packsize at the assigned customer site and provide customer service and support.
Provide occasional travel support for installations, special projects, and ongoing development.
Remain available to provide escalated support to the local team and adapt work hours to coach and support team members across shifts.
Review and approve time cards and expense reports.