Supervisor, Resident Services

Packsize

4d•Onsite

About The Position

Packsize is seeking a highly skilled Resident Service Supervisor. This position will supervise a team of Resident Service Engineers. The Resident Services team responsibilities include providing service at key customer locations to install, maintain and support Packsize equipment, as well as build and maintain customer relationships by effectively servicing the equipment. This individual must understand the needs of the customer, work proactively and efficiently to meet those needs, and lead the team in providing 5-Star customer service and support.

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
Ability 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
Good mechanical and troubleshooting skills
Clean driving record with a valid driver’s license

Nice To Haves

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

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
Ability 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