Resident Services Team Lead – Field Engineering

Packsize International; United States; On-site; USD 89,000 - 109,000; Full time

Job summary

Packsize is seeking an Assistant Resident Services Manager in Philadelphia, PA to support the Resident Service Engineers responsible for installation, maintenance, and technical support of Packsize equipment at customer sites.

You will supervise the team, coordinate daily service activities, coach staff, build customer relationships, and collaborate with Engineering, Software, Quality, and Operations to resolve issues while maintaining safety standards.

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.

Responsibilities

• Assist in supervising and supporting a team of Resident Service Engineers.
• Coordinate daily service activities, schedules, workload distribution, and labor utilization.
• Provide technical and operational guidance to Resident Service Engineers at customer sites.
• 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 to address customer and equipment issues.
• 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 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

MS Office

Windows OS knowledge

Technical troubleshooting

Documentation & reporting

Communication

Time management

Cross-functional collaboration

Driving

Education

Bachelor’s degree or equivalent experience

Tools

MS Office

Windows operating systems

Job description

Packsize is seeking an Assistant Resident Services Manager in Philadelphia, PA to support the Resident Service Engineers responsible for installation, maintenance, and technical support of Packsize equipment at customer sites.

You will supervise the team, coordinate daily service activities, coach staff, build customer relationships, and collaborate with Engineering, Software, Quality, and Operations to resolve issues while maintaining safety standards.