Resident Services Manager - Stockton, CA

Packsize International; Stockton (CA); On-site; USD 95,000 - 109,000; Full time

Benefits offered by this job

Medical Coverage

Dental Coverage

Vision Coverage

401(k) Plan

Paid Time Off

HSA/FSA

Job summary

Packsize is seeking a Resident Services Manager to lead a team of Resident Service Engineers in installing, maintaining and supporting Packsize equipment at key customer locations. You will build strong customer relationships and drive 5-Star service across projects.

The role requires coordinating with R&D, Software and Quality Engineering, managing workloads, travel to sites, coaching staff, and ensuring safety and quality in all installations.

Qualifications

• Bachelor’s degree in Engineering or relevant experience.
• 3–5 years of Field Service management experience.
• Excellent Customer Service skills.
• Basic Excel and Word skills.
• Knowledge of Windows platforms.
• Advanced mechanical skills.
• Advanced troubleshooting skills to resolve equipment issues from drawings and specs.
• Able and willing to lift up to 50 lbs.
• Able to walk, climb, stand, bend and carry materials.
• Must be able to climb a ladder.
• Strong written and verbal communication with Packsize and customers.

Responsibilities

• Work cross-functionally with R&D, Software and Quality Engineering teams.
• Manage workload, overtime and labor resource allocation.
• Travel to customer sites to support on-site Resident Service Engineers.
• Coach and train current team members and new hires.
• Develop knowledge of Packaging Designs.
• Review projects and define equipment and service scope with customer and sales.
• Manage and administer team budget.
• Supervise mechanical and electrical installation and monitor scope and customer expectations.
• Complete basic administration duties (emails, tasks).
• Ensure team follows Packsize and client safety protocols.
• Maintain excellent work ethic and time management.
• Be reachable by phone and email for urgent needs.
• Travel by vehicle or airplane to support team members and clients as needed.

Skills

Field Service management

Customer Service

Mechanical skills

Troubleshooting

Physical fitness

Ladder climbing

Communication

Education

Bachelor’s degree in Engineering

Tools

Excel

Word

Windows

Job description

Job Description:

About Packsize

Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet.

About The Role

We are looking for a highly skilled Resident Services Manager to join Packsize. This position will supervise and manage 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.

What You’ll Do

• This position will work cross functionally with R&D, Software and Quality Engineering teams
• Manage workload, overtime and overall demand on labor resource technicians
• Travel to customer sites to support on-site Resident Service Engineers
• Coaching and teaching of current team members and new hires
• Develops knowledge of Packaging Designs
• Review projects, define the equipment and service scope with customer and sales divisions
• Manage and administer team budget
• Supervise mechanical and electrical installation, monitor scope as well as manage customer expectations
• Learns and completes basic administration duties (assigned tasks, emails, etc.)
• Ensure team is learning and maintaining Packsize and client safety protocols
• Excellent work ethic and time management skills needed
• Must be accessible via telephone, and promptly return email and phone messages
• Travel by vehicle or airplane to support team members and clients as needed

What You’ll Bring

• A Bachelor’s degree in an Engineering field or relevant experience required
• 3-5 years of Field Service management experience
• 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
• Ability to interact and develop relationships with key divisions within Packsize
• Effectively communicate through written and verbal reports to Packsize and customers
• Clean driving record with a valid driver’s license

Travel Requirements

A busy travel schedule will be required during the first several months of training. After the training period, normal travel requirement will be up to 25%

Schedule

• Monday - Friday 100% onsite
• Availability for nights and weekend work for emergency support

What We Offer

The salary range for this role is $95,000- $108,600 USD; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to the role being offered, associated responsibilities, prior work experience, education/training, and any special skills.

If this role excites you, but you don’t meet every 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 places.

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. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

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.