Resident Services Team Lead - Field Automation & Support

Packsize International; Joliet (IL); On-site; USD 89,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

Paid time off

HSAs

Life and disability insurance

Job summary

Packsize International is seeking an Assistant Resident Services Manager in Joliet, IL to support a team of Resident Service Engineers installing, maintaining, and supporting Packsize equipment at customer sites.

You will oversee daily service activities, coach staff, build customer relationships, collaborate with Engineering/QA/Operations, review project requirements, monitor performance, ensure safety, and handle travel and after-hours coverage in a 24/7 environment.

Qualifications

• Bachelor’s degree preferred; equivalent experience considered.
• 3+ years of service engineering, maintenance, automation, or technical support experience.
• 1-3 years of team lead, supervisory, or people management experience preferred.
• Strong customer service and relationship management skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint).
• Working knowledge of Windows operating systems and standard business applications.
• Strong mechanical and technical troubleshooting skills.
• Ability to interpret technical drawings, manuals, and operational documentation.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills with the ability to manage multiple priorities.
• Ability to work collaboratively across departments and support customer-focused solutions.
• Valid driver’s license and clean driving record.
• Ability to lift up to 50 pounds and perform physical activities associated with field service work.

Responsibilities

• Assist in supervising and supporting a team of Resident Service Engineers.
• Coordinate daily service activities, schedules, workload distribution, and labor utilization.
• Support Resident Service Engineers at customer site and provide technical and operational guidance.
• Assist with onboarding, coaching, and training of new and existing team members.
• Build and maintain strong customer relationships through responsive service and communication.
• Collaborate with Engineering, Software, Quality, and Operations teams to address customer and equipment issues.
• Help review project requirements and support the definition of equipment and service scope.
• Monitor service performance metrics and assist in driving continuous improvement initiatives.
• Ensure compliance with Packsize and customer safety policies and procedures.
• Assist with inventory, parts management, and service documentation.
• Support customer escalations and work with leadership to resolve issues effectively.
• Prepare and confidently communicate Root Cause Analyses (RCAs) to customers and leadership.
• Prepare reports, update records, and complete administrative duties as assigned.
• Travel to customer locations as needed to support team members and customers.
• Participate in after-hours, weekends, and shift coverage as required in a 24/7 operational environment.

Skills

Team leadership

Customer service

Mechanical troubleshooting

Technical interpretation

Communication skills

Time management

Education

Bachelor’s degree or equivalent

Tools

MS Office

Windows OS

Technical drawings

Job description

Packsize International is seeking an Assistant Resident Services Manager in Joliet, IL to support a team of Resident Service Engineers installing, maintaining, and supporting Packsize equipment at customer sites.

You will oversee daily service activities, coach staff, build customer relationships, collaborate with Engineering/QA/Operations, review project requirements, monitor performance, ensure safety, and handle travel and after-hours coverage in a 24/7 environment.