Supervisor, Resident Services

Job Description:

Resident Services Supervisor

Schedule:

Monday-Thursday 6am-4:30pmDallas, TX (100% Onsite)
About Packsize Packsize is redefining the way businesses and their customers use and experience packaging around the world. We build the technology, design the right solutions, and automate the processes that propel the industry forward. To us, packaging is much more than a box—it’s delivering what’s right for our customers, their customers, our people, and the planet.

About

The Role 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.

What You’ll Do 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 KPIsEnsure 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

What You’ll Bring 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

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

Good mechanical and troubleshooting skills

Clean driving record with a valid driver’s license

Travel

There will be initial travel requirements for training purposes. Additional travel outside of the work location will be assigned by the manager.

Working Environment and Physical Demands To successfully perform the essential functions of this job, you will be required to:

Communicate with others to exchange information

Work within a production facility, warehouse, or manufacturing environment

Move yourself in different positions to accomplish tasks in various environments, including tight and confined spaces

Convey yourself great distances within and around various work sites and from one…