Resident Services Team Lead – Field Engineering

Packsize International; Stockton (CA); On-site; USD 89,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) retirement plan

Paid Time Off

Health Savings and Flexible Spending

Life and disability insurance

Employee Assistance Program (EAP)

Job summary

Packsize is seeking an Assistant Resident Services Manager in Stockton, CA to support our Resident Service Engineers who install, maintain, and support Packsize equipment at customer sites. You will help supervise the team, coordinate daily service activities, and ensure safety and quality while collaborating with Engineering, Software, Quality, and Operations.

You will participate in onboarding, training, customer relationships, root cause analyses, and service documentation.

Qualifications

• Bachelor’s degree in engineering, Technical Studies, Business Management, or related field 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

Customer service

Relationship management

Communication

Team leadership

Time management

Collaborative work

Mechanical troubleshooting

Documentation

Physical stamina

Driver's license

Education

Bachelor’s degree in engineering/related field

Equivalent experience considered

Tools

MS Office Suite

Windows OS

Job description

Packsize is seeking an Assistant Resident Services Manager in Stockton, CA to support our Resident Service Engineers who install, maintain, and support Packsize equipment at customer sites. You will help supervise the team, coordinate daily service activities, and ensure safety and quality while collaborating with Engineering, Software, Quality, and Operations.

You will participate in onboarding, training, customer relationships, root cause analyses, and service documentation.