Electro-Mechanical Support Technician (Hourly)

Sealed Air; Ayer (MA); On-site; USD 60,000 - 80,000; Full time

Job summary

A global packaging firm is seeking a Packaging Machinery Technical Service Support Representative to provide technical solutions and support. Responsibilities include troubleshooting of complex technical issues, collaborating with engineering teams, and providing exceptional customer service. Candidates should have an associate degree or relevant experience, alongside strong communication and analytical skills. This position offers an opportunity to work in a dynamic environment focused on customer success and sustainability.

Qualifications

• 3-5 years of experience in technical support or related fields.
• Knowledge of fully automated and semi-automated machinery operations.
• Intermediate electrical and mechanical knowledge.

Responsibilities

• Provide technical solutions and support to customers.
• Resolve complex technical issues and act as customer advocate.
• Collaborate with engineering for new product development.

Skills

Technical support experience

Strong communication skills

Analytical abilities

Ability to troubleshoot complex issues

Customer service skills

Education

Associate degree or technical school degree

Tools

Microsoft Windows products

Salesforce ServiceMax

SAP

Job description

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, InstaPak, 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.

Job Description

• 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 to work well both independently and in a team. Effectively communicate and present ideas to peers, suppliers, and customers, including delivering technical presentations to clients and leadership. Show sensitivity to factors that could impact manufacturing or business outcomes.

Qualifications

• An associate degree or technical school degree is required. 3-5 years of experience in fields such as Field Service, Remote Technical Support, Maintenance Technician, Electro-mechanical, Mechatronics Technologist, Final Assembly and Test, or Test Engineering is acceptable instead of a degree.
• Knowledge of fully automated and semi-automated integrated machinery operations.
• Intermediate electrical knowledge. Able to read and interpret schematics to troubleshoot complex issues. Familiar with AC/DC components, PLCs, control interfaces, HMIs, and testing equipment used in troubleshooting. Comfortable operating and learning typical applications, programming, and communication tools.
• Proficient in computer software and PC skills.
• Intermediate mechanical knowledge. Able to read assembly and pneumatic drawings to troubleshoot complex issues. Knowledge of electromechanical and material handling systems is a plus.
• Technical and mechanical skills to repair machinery remotely.
• Ability to work flexibly while rapidly adapting to new technologies.
• Strong communication skills, both verbal and written. Strong and flexible team player. Excellent analytical, interpersonal, and communication abilities to explain complex technical issues clearly.
• Ability to represent the Company professionally and effectively, including strong customer service skills.
• Capable of working under pressure and de-escalating tense situations.
• Customer service skills: Strong communication, problem-solving, patience, empathy, and managing user expectations.
• High proficiency in Microsoft Windows products (Word, Excel, PowerPoint, Teams), FSM/CRM systems (Salesforce ServiceMax a plus), ERP systems (SAP and Visual knowledge preferred), call center software (Cisco Finesse preferred), and remote monitoring software.

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

Corporate sustainability -it’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.

Customer Success -meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.

Leaving our communities better than we found them through dedication of time, talent and resources.