Resident Services Team Lead – Field & Technical Support

Packsize International; Greencastle (Franklin County); On-site; USD 89,000 - 109,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) retirement plan

Paid Time Off

Job summary

Packsize is seeking an Assistant Resident Services Manager to support the management and development of our Resident Services team, overseeing Resident Service Engineers providing installation, maintenance, and technical support for Packsize equipment at customer locations in Philadelphia, PA.

You will help ensure exceptional customer service, drive operational efficiency, and mentor the team while collaborating with Engineering, Software, Quality, and Operations.

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.

Responsibilities

• Supervise and support a team of Resident Service Engineers.
• Coordinate daily service activities, schedules, workload distribution, and labor utilization.
• Provide on-site support and technical/operational guidance.
• Assist with onboarding, coaching, and training of team members.
• Build and maintain strong customer relationships through responsive service and communication.
• Collaborate with Engineering, Software, Quality, and Operations teams to address issues.
• Review project requirements and define equipment/service scope.
• Monitor service performance metrics and drive continuous improvement.
• Ensure compliance with safety policies and procedures.
• Assist with inventory, parts management, and service documentation.
• Support escalations and communicate RCAs to customers and leadership.
• Prepare reports and complete administrative duties; travel to customer locations as needed.

Skills

Customer service

Team leadership

Mechanical troubleshooting

Technical documentation

MS Office

Windows OS

Communication

Relationship management

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Windows OS knowledge

Job description

Packsize is seeking an Assistant Resident Services Manager to support the management and development of our Resident Services team, overseeing Resident Service Engineers providing installation, maintenance, and technical support for Packsize equipment at customer locations in Philadelphia, PA.

You will help ensure exceptional customer service, drive operational efficiency, and mentor the team while collaborating with Engineering, Software, Quality, and Operations.