Packsize

Support Engineer

• 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
• 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

Technical Support Engineer

Field Engineer

• Install, configure and maintain Packsize equipment solutions onsite at a designated customer’s facilities
• Troubleshooting issues, quickly and effectively, using technical drawings and documentation
• Perform routine maintenance and emergency services as they arise
• Analyze customer Key Performance Indicators (KPI's) to identify new or ongoing machine performance issues resulting in problem-solving and machine maintenance
• Installation of Packsize solutions and training others to use and maintain it
• Adhere to all Packsize and customer’s safety requirements

Resident Service Engineer

• Install, configure and maintain Packsize equipment solutions onsite at a designated customer’s facilities
• Troubleshooting issues, quickly and effectively, using technical drawings and documentation
• Work cross-functionally with R&D, Software and Quality Engineering teams
• Performing routine maintenance and emergency services as they arise
• Analyze customer Key Performance Indicators (KPI's) to identify new or ongoing machine performance issues resulting in problem-solving and machine maintenance
• Continuous learning, including the customer’s operational processes, packaging designs, technical specifications
• Installation of Packsize solutions and training others to use and maintain it
• Basic clerical and administrative duties, including timely reading and responding to emails, preparing and submitting expense reports, making travel arrangements, writing detailed technical reports, etc.
• Responsively and productively communicate information and ideas with Packsize and customer’s personnel so they will understand

Resident Service Engineer – Weekend Days

• Scheduling tasks at customer job sites
• Troubleshooting issues, quickly and effectively, using technical drawings and documentation
• Performing routine maintenance and emergency services as they arise
• Continuous learning, including customer operational processes, packaging designs, technical specifications
• Installation of Packsize solutions and training others to use and maintain it
• Basic clerical and administrative duties, including timely reading and responding to emails, preparing and submitting expense reports, making travel arrangements, writing detailed technical reports, etc.
• Responsively and productively communicate information and ideas with Packsize and customer’s personnel so they will understand.
• Adhere to all Packsize and customer safety requirements, and safety protocols related to exposed moving parts and electricity

Field Service Engineer

• Install, configure and maintain Packsize equipment solutions onsite at customer facilities
• Identify, analyze, maintain and repair complex mechanical equipment
• Perform start-up testing and deliver customer training on product capabilities and maintenance
• Build and maintain strong, trust-based customer relationships
• Scheduling tasks at customer job sites
• Troubleshooting issues using technical drawings and documentation
• Performing routine maintenance and emergency services
• Continuous learning of customer operational processes, packaging designs, technical specifications
• Installation of Packsize solutions and training others
• Basic clerical and administrative duties (emails, expense reports, travel arrangements, technical reports)
• Communicate information and ideas with Packsize and customer personnel
• Adhere to Packsize and customer safety requirements and protocols
• Frequently move materials and equipment up to 50 pounds
• Remain stationary for 50% of the time and move about inside/outside equipment and warehouses
• Operate hand and power tools, computers and office equipment
• Occasionally ascend/descend a ladder to access equipment
• Travel domestically by vehicle or airplane