Technical Service Support Representative

Sealed Air Corporation; Ayer (MA); On-site; USD 42,705 - 56,481; Full time

Job summary

Sealed Air is seeking a Packaging Machinery Technical Service Support Representative to diagnose and resolve issues across our protective machinery portfolio, including Autobag, InstaPak, Inflatable, Paper, B+, and Shanklin. You will support the Field Service Team, assist with triage, parts recommendations, and improving first‑time fix rates in a fast paced environment.

This role requires hands‑on engineering knowledge, strong communication, and collaboration with Engineering, Sales, and Service

Qualifications

• An associate degree or technical school degree is required.
• 3–5 years of experience in Field Service or related roles.
• Knowledge of automated and semi-automated machinery operations.
• Ability to read schematics and interpret electrical diagrams.
• Proficient with Windows, Office, and ERP systems.

Responsibilities

• Provide clear, concise communications to customers to address technical needs with practical solutions.
• Act as the customer advocate by identifying root causes and driving corrective actions.
• Enter daily customer engagement data into relevant databases for trend analysis.
• Support Engineering and Field Service teams on projects and product development.
• Create reference materials and maintain the Technical Services Knowledge Base.
• Collaborate with Training and cross-functional teams as needed.

Skills

Strong communication skills

Technical troubleshooting

Electrical schematics reading

Computer & ERP skills

Team collaboration

Education

Associate degree or technical school degree

Tools

Salesforce ServiceMax

SAP

Visual knowledge

Cisco Finesse

Job description

Sealed Air designs and delivers packaging solutions that protect essential goods transported worldwide, preserve food, enable e-commerce and digital connectivity, and help create a global supply chain that is touchless, safer, less wasteful, and more resilient. We strive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact. That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value to our stakeholders. In 2025, Sealed Air generated $5.4 billion in sales and has approximately 16,100 employees who serve customers in 119 countries/territories. To learn more, visit www.sealedair.com.

Job Description

About the Job

A Packaging Machinery Technical Service Support Representative helps diagnose and resolve technical issues with all Sealed Air Protective machinery and products, including Autobag, InstaPak, Inflatable, Paper, B+, and Shanklin. Technical Support Representatives are also key to supporting our Field Service Team, aiding with triage, parts recommendations, and increasing first-time fix rates. Armed with a high level of product and service knowledge, the Technical Support Representative provides customer, technical, and application support in a fast-paced, energetic environment. This role will be responsible for providing timely information and reporting on customer concerns, competitive intelligence, and other relevant data, as required, to ensure a high level of internal and external customer satisfaction. The Technical Support Representative role will work closely with the Engineering team, Technical Support Leadership, the Field Service team, and the Sales team to provide support expertise as needed. This role requires additional training and knowledge, which will be acquired through ongoing involvement in engineering projects, technical publication revisions, equipment service training, product training, manufacturing cell training, peer-to-peer shadowing, and completing customer field service calls with our Technical Service Representatives.

Schedule: Monday - Friday - 8:00 AM to 5:00 PM

Starting at $36.00 per hour, with the potential for a higher pay rate based on relevant experience, skills, and qualifications.

• Provide clear, concise communications to all customers (internal and external) to address technical needs with practical solutions to concerns. Resolve complex technical issues by applying technical knowledge of equipment and materials, using all available technical documentation and resources.
• Act as the customer advocate by taking ownership of customer concerns, identifying the root cause, and driving the necessary corrective actions. Facilitate cross-functional collaboration to deliver short- and long-term solutions for internal or external customers.
• Provide immediate feedback to Technical Support Leadership on any recurring concerns related to product line performance. Enter all daily customer engagement data into the relevant databases quickly to ensure that all customer feedback, product line issues, and inquiries are documented for trend analysis and updating customer history.
• Serve as a Technical Services Support representative to the Engineering Team, assisting with New Product Development and systemic support issues.
• Support and represent the Technical Services teams by participating in various special projects as they arise and serving as the main point of communication about these projects to the Field Service and Sales teams.
• Collaborate with and support Technical Service Training as needed.
• Ownership and responsibility for field-reported issues, driving resolution, and communication between engineering and the end customer.
• Update and verify the accuracy of the Technical Services Knowledge Base.
• Create reference materials like user manuals, operation instructions, service reference documents, noting changes to systems and software.
• Maintain all demo room/lab machinery and materials as needed.
• Ability to work well both independently and in a team. Effectively communicate and present ideas to peers, suppliers, and customers, including delivering technical presentations to clients and leadership. Show sensitivity to factors that could impact manufacturing or business outcomes.

Qualifications

• An associate degree or technical school degree is required.
• 3-5 years of experience in fields such as Field Service, Remote Technical Support, Maintenance Technician, Electro-mechanical, Mechatronics Technologist, Final Assembly and Test, or Test Engineering is acceptable instead of a degree.
• Knowledge of fully automated and semi-automated integrated machinery operations.
• Intermediate electrical knowledge. Able to read and interpret schematics to troubleshoot complex issues. Familiar with AC/DC components, PLCs, control interfaces, HMIs, and testing equipment used in troubleshooting. Comfortable operating and learning typical applications, programming, and communication tools.
• Proficient in computer software and PC skills.
• Intermediate mechanical knowledge. Able to read assembly and pneumatic drawings to troubleshoot complex issues. Knowledge of electromechanical and material handling systems is a plus.
• Technical and mechanical skills to repair machinery remotely.
• Ability to work flexibly while rapidly adapting to new technologies.
• Strong communication skills, both verbal and written. Strong and flexible team player. Excellent analytical, interpersonal, and communication abilities to explain complex technical issues clearly.
• Ability to represent the Company professionally and effectively, including strong customer service skills.
• Capable of working under pressure and de-escalating tense situations.
• Customer service skills: Strong communication, problem-solving, patience, empathy, and managing user expectations.
• High proficiency in Microsoft Windows products (Word, Excel, PowerPoint, Teams), FSM/CRM systems (Salesforce ServiceMax a plus), ERP systems (SAP and Visual knowledge preferred), call center software (Cisco Finesse preferred), and remote monitoring software.

Sealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We take pride in our selection process to identify, infuse, and grow talent to align with our culture, values, and norms. Sealed Air prioritizes talent development, fostering a culture of continuous growth and career progression. The company is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state and local laws.