Customer Experience Representative
Ingram Micro
AWSCloud
Senior Customer Service Technician
Körber
full-time
Posted on:
Location Type: Hybrid
Location: Irving • Texas • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- provide advanced technical support for mail sorting, scanning, and distribution systems
- diagnose and resolve hardware, software, and network issues related to mail processing systems
- perform preventive maintenance and repairs on high-speed mail processing equipment
- collaborate with vendors and internal teams to escalate and resolve complex technical issues
- train and mentor junior technicians in equipment operation and troubleshooting
- maintain accurate service records, logs, and documentation in accordance with company standards
- support system upgrades, installations, and configuration changes
- ensure compliance with all applicable safety regulations and operational standards
- participate in the on-call rotation and respond to emergency service requests as needed
- review and update technical manuals as required
- troubleshoot and support issues with research and development lab equipment
- assist in maintaining high levels of system and infrastructure availability
- perform other duties as assigned
Requirements
- Associate’s degree in Electronics, Engineering Technology, or a related field, or equivalent experience
- over 8 years of experience in technical support or maintenance roles, preferably within mail or logistics industries
- CompTIA A+ or equivalent hardware support certification (preferred)
- Electromechanical Technician Certification or equivalent (e.g., ETA, IPC) (preferred)
- OSHA 10/30 Certification for safety compliance (preferred)
- experience with mail sorting systems such as Pitney Bowes, Siemens, or BlueCrest
- familiarity with industry regulations and mail handling standards (e.g., USPS, FedEx, UPS)
- strong knowledge of electromechanical systems, including PLCs and automated mail equipment, with proven troubleshooting skills using diagnostic tools, technical documentation, and electrical schematics
- familiarity with basic programming or scripting for automation support
- strong customer service skills and the ability to prioritize and resolve technical issues efficiently
- willingness to travel up to 25%, including to domestic and international customer sites
- availability to work a rotating schedule to support 24/7 operations, including evenings, weekends, and holidays
- familiarity with Windows-based systems, networking fundamentals, and remote support tools
- excellent communication and interpersonal skills
- strong organizational skills and attention to detail
- ability to work independently and manage multiple priorities in a fast-paced environment
- experience with root cause analysis and continuous improvement methodologies (e.g., Lean, Six Sigma) (preferred)
- ability to meet the physical demands of the role, including lifting up to 50 pounds, standing for extended periods, and working in varied environments (e.g., lab, customer site, confined spaces)
- valid driver’s license
- Eligible applicants must be currently authorized to work in the United States on a full-time basis
Benefits
- flexible work environment that supports work-life balance
- paid time off for parental leave and 22+ days off for personal time and holidays
- access to medical, dental, and vision insurance plans with FSA or HSA options
- 401(k) plan with a company match up to six percent
- several company-paid benefits including vision insurance, short and long-term disability, and basic life insurance plans
- educational and employee assistance programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supporthardware troubleshootingsoftware troubleshootingnetwork troubleshootingpreventive maintenanceelectromechanical systemsPLCautomated mail equipmentprogrammingscripting
Soft skills
customer servicecommunicationinterpersonal skillsorganizational skillsattention to detailindependent workmulti-priority managementmentoringcollaborationproblem-solving
Certifications
CompTIA A+Electromechanical Technician CertificationOSHA 10/30 Certification
