Remote Technical Support Specialist – Packaging Equipment
Pregis
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Job summary
Pregis is hiring a Technical Support Specialist for a fully remote role. You will provide fast, accurate remote intake, triage, and recovery of customer production equipment to protect uptime and minimize dispatches.
This role acts as the TSOC frontline, using structured workflows, telemetry, and remote diagnostics to restore operation and guide escalation when needed. Responsibilities include remote troubleshooting, data capture for KPIs, and collaboration with Field Technical Solutions to
Qualifications
- 3+ years in technical support or field service.
- Hands-on troubleshooting of electromechanical equipment.
- Ability to diagnose via structured approaches.
- Remote support experience preferred.
Responsibilities
- Handle Technical Intake & Triage for inbound requests.
- Perform structured intake: machine state, faults, safety, impact.
- Prioritize tickets by uptime risk and SLA.
- Decide remote vs onsite escalation to Field Technical Solutions.
- Execute remote troubleshooting using HMI data, logs, telemetry.
- Guide customers through safe corrective actions when possible.
- Escalate with context and findings when needed.
- Coordinate field service: Work Orders and scheduling.
- Ensure accurate problem descriptions for technicians.
- Maintain ticket data for SLA analytics and uploads.
Skills
Tools
Job description
Pregis is hiring a Technical Support Specialist for a fully remote role. You will provide fast, accurate remote intake, triage, and recovery of customer production equipment to protect uptime and minimize dispatches.
This role acts as the TSOC frontline, using structured workflows, telemetry, and remote diagnostics to restore operation and guide escalation when needed. Responsibilities include remote troubleshooting, data capture for KPIs, and collaboration with Field Technical Solutions to
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