Technical Support Engineer - UT
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We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right-sized Packaging On Demand® systems, software, and services. Founded in 2002 and headquartered in Salt Lake City, Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings. We accomplish this through our shared passion for a world where every box, envelope, and package shipped is the right size. This right-sized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability, we value the contribution of our combined experiences, backgrounds, and relationships to create a team where Everyone Fits. Become a part of Packsize and help us build Smart Packaging for a Healthy Planet®.
*Must be fully vaccinated against COVID-19.
Job Summary:
A Technical Support Engineer (TSE) is based out of our Salt Lake City office and provides invaluable assistance for Packsize customers throughout North America. Only a phone call or email away, the TSE team engages our customers with a helpful balance of compassion and skill to help improve and nurture our existing customer relationshionships. A TSE finds themselves working daily in a diverse, multicultural team focused on bringing out the best in each person while working towards providing exceptional technical support for our customers.
Looking for a motivated and driven individual with an interest in technology that learns quickly and enjoys working with customers and solving problems. Training on our equipment will be provided for all individuals and specific training in certain areas may be provided to the right individual. Maintaining an enjoyable working environment for all team members is critical so were looking for individuals wanting to work with industry leading technology in a constructive atmosphere.
Work Schedule: Monday-Friday 9:00am - 6:00pm
Essential Duties and Responsibilities:
Answer inbound support calls and collaborate with customers to resolve issues.
Determines whether calls can be resolved over the phone or if they must be fixed on-site by a field service engineer.
Builds and maintains a solutions database. The solutions database works in line with the call center scripting and also functions as a resource for field service engineers to troubleshoot equipment issues.
Functions as a resource to field service engineers in their respective job functions.
Identify and diagnose problems with little information. Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware.
Enhance the customers positive experience with Packsize by recognizing their needs and providing solutions.
Motivate customers through training how to operate machinery and implement lean principles.
Communicate effectively, both internally and externally and utilize the CRM system to record and schedule engineering functions.
Update online database system in a timely manner to facilitate the flow of machine data and dashboard reporting.
Builds and maintains call center scripts in the CRM system to support Packsize customer growth.
Preferred Experience and Education:
Bachelors degree in a related discipline or relevant experience
Experience troubleshooting with mechanical, electrical, and pneumatic systems, including set up of machinery and corresponding accessories.
Experience with troubleshooting PLC errors and functions and on location.
Experience in the Windows environment and common Windows applications.
Experience in lean manufacturing and batch production.
Experience within a fast-paced customer call center.
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, veterans 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.