Enterprise Technical Support Engineer

Packsize; Louisville (KY); On-site; USD 38,572 - 41,328; Full time

Job summary

An established industry player is seeking a motivated Technical Support Engineer to join their dynamic team. This role involves providing exceptional technical assistance to customers, enhancing their experience with innovative packaging solutions. You will engage with diverse clients, troubleshoot technical issues, and maintain a solutions database to streamline support processes. The company fosters a collaborative environment, offering training on cutting-edge technology and a supportive atmosphere. If you thrive in fast-paced settings and enjoy problem-solving, this opportunity is perfect for you.

Qualifications

• 3-5 years of hands-on experience in technical support roles.
• Strong communication skills for effective customer interaction.

Responsibilities

• Provide technical support and resolve customer issues via phone and email.
• Build and maintain a solutions database for troubleshooting.

Skills

Problem-solving

Communication Skills

Technical Support

Time Management

Customer Service

Education

BS/BA in related discipline

Advanced degrees

Tools

CRM system

Job description

Enterprise Technical Support Engineer (3rd Shift) 8pm-7am 4 days a week on a rotating schedule

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
A Technical Support Engineer (TSE) provides invaluable assistance for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to help improve and nurture our existing customer relationships. A TSE finds themselves working daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers.

Looking for a motivated and driven individual with an interest in technology that learns quickly and enjoys working with customers and solving problems. Training on our equipment will be provided for all individuals and specific training in certain areas may be provided to the right individual. Maintaining an enjoyable working environment for all team members is critical so we’re looking for individuals wanting to work with industry leading technology in a constructive atmosphere.

What You'll Do

• Answer inbound support calls and collaborate with customers to resolve issues.
• Determine whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer.
• Build and maintain a solutions database. The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
• Function 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.
• Build and maintain call center scripts in the CRM system to support Packsize customer growth.

What You'll Bring

• BS/BA in related discipline is strongly preferred.
• Spanish speaking is a plus.
• Advanced degrees are a plus.
• Networking or IT support experience a plus.
• 3-5 years of hands-on experience.
• Experience in diagnosing, solving, and implementing solutions to technical issues.
• Experience in high-level remote troubleshooting.
• Completely dependable, excellent at problem-solving and troubleshooting.
• Proven track record of reliability during hotline shifts.
• Excellent de-escalation skills to reduce potential dispatches.
• Self-motivated with a proven track record in managing technical issues and projects.
• Highly proficient with Packsize technology with a strong attention to detail.
• Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external.
• Must be organized and analytical, able to eliminate obstacles through creative approaches.
• Proven to possess great time management skills.
• Familiar and comfortable with high-paced, high-technology environments.

Working Environment and Physical Demands
The following are representative of the typical working environment and physical demands of this position. 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.
• Work in a noisy environment at various temperatures.
• Remain in a stationary position, often standing for prolonged periods.
• Move objects (equipment, machinery, and products) up to 50 lbs.
• Ascend and descend ladders, stairs, scaffolding, ramps, steps stools and the like.
• Perform tasks that require you to bend, stretch, push, pull, carry, and reach.

What We Offer
The range for this role is $28-$30/hr; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.
If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.

Seniority level: Associate

Employment type: Full-time

Job function: Information Technology

Industries: Packaging and Containers Manufacturing