Packaging Machinery Technical Service Support Representative, Ayer, MA

Packaging Machinery Technical Service Support Representative – Ayer, MA

Sealed Air designs and delivers packaging solutions that protect essential goods worldwide, preserve food, enable e‑commerce, and create a sustainable, resilient supply chain. In 2024 we generated $5.4 billion in revenue and employ approximately 16,400 people across 117 countries.

As a Packaging Machinery Technical Service Support Representative you will remotely diagnose and resolve technical issues with Sealed Air protective machinery and products (Autobag, Insta Pak, Inflatable, Paper, B+, and Shanklin). You will support our Field Service Team, provide triage and parts recommendations, and improve first‑time fix rates. You will also provide customer support, technical assistance, and application support in a fast‑paced environment, and collaborate with Engineering, Sales, and Technical Support Leadership to deliver solutions and share product knowledge.

• Provide clear, concise communications to all customers (internal and external) to address technical needs with practical solutions.
• Resolve complex technical issues using equipment knowledge, documentation, and available resources.
• Act as the customer advocate, owning concerns, identifying root causes, and driving corrective actions.
• Facilitate cross‑functional participation to deliver short‑ and long‑term solutions.
• Report recurring concerns related to product line performance to Technical Support Leadership.
• Record all daily customer engagement data accurately for trend analysis.
• Assist Engineering in new product development and systemic support issues.
• Represent Technical Services teams on special projects, communicating with Field Service and Sales.
• Collaborate with Technical Service Training as needed.
• Own field‑reported issues, drive resolution, and communicate between engineering and customers.
• Update and verify the accuracy of the Technical Services Knowledge Base.
• Create reference materials such as user manuals, operation instructions, and service documents.
• Maintain demo room/lab machinery and materials.
• Communicate effectively with peers, suppliers, and customers, including delivering technical presentations.

• Associate degree or technical school degree; 3–5 years of relevant experience in Field Service, Remote Technical Support, Maintenance Technician, Mechatronics, Test Engineering, or similar is acceptable.
• Knowledge of fully automated and semi‑automated integrated machinery operations.
• Intermediate electrical knowledge; ability to read and interpret schematics, PLCs, HMIs, and testing equipment.
• Proficient with computer software and PC skills.
• Intermediate mechanical knowledge; ability to read assembly and pneumatic drawings.
• Technical and mechanical skills to repair machinery remotely.
• Ability to work flexibly while rapidly adapting to new technologies.
• Strong verbal and written communication skills, excellent analytical and interpersonal abilities.
• Professional customer‑service orientation and ability to de‑escalate tense situations.
• High proficiency in Microsoft Windows products, FSM/CRM systems (Salesforce Service Max), ERP systems (SAP preferred), call‑center software (Cisco Finesse), and remote monitoring software.

Remote:
No
Pay:
Up to $30.00 per hour
Benefits include health, dental, vision, 401(k), paid time off, and other programs designed to promote well‑being.

Sealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, gender identity, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable laws.

Please be cautious of fraudulent recruiting efforts using the Sealed Air name or logo. Sealed Air will never request private information such as driver’s license or Social Security Number during the application process. If you have any concerns, contact us directly at .