Manager - Resident Services: Joliet, IL

About Packsize

Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet.

About the Role

We are looking for a highly skilled Resident Services Manager to join Packsize. This position will supervise and manage a team of Resident Service Engineers. The Resident Services team responsibilities include providing service at key customer locations to install, maintain and support Packsize equipment, as well as build and maintain customer relationships by effectively servicing the equipment. This individual must understand the needs of the customer, work proactively and efficiently to meet those needs, and lead the team in providing 5-Star customer service.

What You'll Do

• This position will work cross functionally with R&D, Software and Quality Engineering teams

• Manage workload, overtime and overall demand on labor resource technicians

• Travel to customer sites to support on-site Resident Service Engineers

• Coaching and teaching of current team members and new hires

• Develops knowledge of Packaging Designs

• Review projects, define the equipment and service scope with customer and sales divisions

• Manage and administer team budget

• Supervise mechanical and electrical installation, monitor scope as well as manage customer expectations

• Learns and completes basic administration duties (assigned tasks, emails, etc.)

• Ensure team is learning and maintaining Packsize and client safety protocols

• Excellent work ethic and time management skills needed

• Must be accessible via telephone, and promptly return email and phone messages

• Travel by vehicle or airplane to support team members and clients as needed

What You'll Bring

• A Bachelor's degree in an Engineering field or relevant experience required

• 3-5 years of Field Service management experience

• Excellent Customer Service skills

• Basic Excel, Word skills

• Knowledge of Windows platforms

• Advanced mechanical skills

• Advanced troubleshooting skills to resolve equipment issues utilizing drawings, operational characteristics, and technical documentation

• Ability to learn troubleshooting and problem-solving procedures

• Able and willing to lift up to 50 lbs

• Ability to walk, climb, stand, carry materials, stoop, kneel, bend at waist

• Must be able to climb a ladder

• Ability to interact and develop relationships with key divisions within Packsize

• Effectively communicate through written and verbal reports to Packsize and customers

• Clean driving record with a valid driver’s license

Travel Requirements

A busy travel schedule will be required during the first several months of training. After the training period, normal travel requirement will be up to 25%

What We Offer

The salary range for this role is $90,000 USD - $100,000 USD; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills.

Packsize offers a competitive benefits package including paid time off, Medical, Dental, Vision, Short Term/Long Term Disability, Life, and 401(k) matching.

Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.