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 transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. Westrive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact.

That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value for our stakeholders. In 2024, Sealed Air generated $5.4 billion in revenue and had approximately 16,400 employees distributing products and services to 117 countries/territories around the world. To learn more, visit

A Packaging Machinery Technical Service Support Representative helps remotely diagnose and resolve technical issues with all Sealed Air Protective machinery and products, which include Autobag, Insta Pak, Inflatable, Paper, B+, and Shanklin. Technical Support Representatives are also key to supporting our Field Service Team, aiding with triage, parts recommendations, and increasing first-time fix rates. Armed with a high degree of product and service knowledge, the Technical Support Representative provides customer support, technical assistance, and application support to customers in a fast-paced and energetic environment.

This role will be responsible for providing timely information and reporting on customer concerns, competitive intelligence, and other relevant data, as required, to ensure a high level of internal and external customer satisfaction. The Technical Support Representative role will work closely with the Engineering team, Technical Support Leadership, the Field Service team, and the Sales team to provide support expertise as needed.

This role requires additional training and knowledge, which will be acquired through ongoing involvement in engineering projects, technical publication revisions, equipment service training, product training, manufacturing cell training, peer-to-peer shadowing, and completing customer field service calls with our Technical Service Representatives.

• Provide clear, concise communications to all customers (internal and external) to address technical needs with practical solutions to concerns. Resolve complex technical issues by applying technical knowledge of equipment and materials, using all available technical documentation and resources.
• Act as the customer advocate by taking ownership of customer concerns, identifying the root cause, and driving the necessary corrective actions. Facilitate cross-functional participation to deliver both short-term and long-term solutions to internal or external customers.
• Provide immediate feedback to Technical Support Leadership on any recurring concerns related to product line performance. Enter all daily customer engagement data into the relevant databases quickly to ensure that all customer feedback, product line issues, and inquiries are documented for trend analysis and updating customer history.
• Serve as a Technical Services Support representative to the Engineering Team, assisting with New Product Development and systemic support issues.
• Support and represent the Technical Services teams by participating in various special projects as they arise and serving as the main point of communication about these projects to the Field Service and Sales teams.
• Collaborate with and support Technical Service Training as needed.
• Ownership and responsibility for field-reported issues, driving resolution, and communication between engineering and the end customer.
• Update and verify the accuracy of the Technical Services Knowledge Base.
• Create reference materials like user manuals, operation instructions, service reference documents, noting changes to systems and software.
• Maintain all demo room/lab machinery and materials as needed.
• Ability…