Field Services Leader - Resident Tech & Customer Care

Packsize International; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 89,000 - 109,000; Full time

Job summary

Packsize International is seeking an Assistant Resident Services Manager to support the Resident Services team in overseeing installation, maintenance, and technical support at customer sites. You will help ensure exceptional service, operational efficiency, and safety compliance while collaborating with Internal teams and key accounts.

The role requires a Bachelor's degree or equivalent experience, 3+ years in service/tech roles, and 1–3 years of leadership.

Qualifications

• Bachelor's degree in engineering or related field; equivalent experience accepted.
• 3+ years in service engineering, maintenance, automation, or technical support.
• 1-3 years in a team lead, supervisory, or people management role.
• Strong customer service and relationship management skills.
• Proficiency with Microsoft Office Suite; Windows familiarity.
• Excellent verbal and written communication; strong organizational skills.

Responsibilities

• Assist in supervising and supporting a team of Resident Service Engineers.
• Coordinate daily service activities, schedules, workload, and labor utilization.
• Support engineers at customer sites with technical and operational guidance.
• Aid onboarding, coaching, and training of team members.
• Build strong customer relationships through responsive service and communication.
• Collaborate with Engineering, Software, Quality, and Operations teams.
• Review project requirements and support equipment/service scope definitions.
• Monitor service performance metrics and drive continuous improvement.
• Ensure compliance with safety policies; manage inventory and service documentation.
• Support escalations and assist leadership in issue resolution.
• Prepare RCAs, reports, and maintain records; travel to customer locations as needed.
• Participate in after-hours, weekends, and shift coverage as required.

Skills

Customer service

Relationship management

Technical troubleshooting

Reading technical drawings

Communication skills

Team leadership

Education

Bachelor's degree or equivalent experience

Job description

Packsize International is seeking an Assistant Resident Services Manager to support the Resident Services team in overseeing installation, maintenance, and technical support at customer sites. You will help ensure exceptional service, operational efficiency, and safety compliance while collaborating with Internal teams and key accounts.

The role requires a Bachelor's degree or equivalent experience, 3+ years in service/tech roles, and 1–3 years of leadership.