Engineer, Enterprise Technical Support (3Rd Shift)

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®.

JOB DESCRIPTION: Enterprise Technical Support Engineer (3rd Shift)

Packsize International is looking for an Enterprise Technical Support Engineer to join our team as we develop innovative solutions to revolutionize a trillion-dollar industry. The position is full-time on 3rd Shift and based in Louisville, KY.

Job Summary:

Responsible for the Technical Support of customers through hotline calls, machine pre-configuration, machine refurbishment, and the fulfilling and shipping emergency parts orders for machine down customers outside normal business hours. Provide technical knowledge to solve elevated customer issues. Assist with analyzing customer issues, customer feedback, and operational resources to determine if on-site support is necessary. A wide degree of creativity and latitude is expected. He/She will maintain a favorable working relationship with other departments and employees to promote a collaborative work climate and will exhibit the Packsize core values.

Essential Duties and Responsibilities:

• Provide advanced, escalated, and direct Technical Support for all levels of Packsize customers with a focus on Enterprise accounts
• Assist manager with identifying the need for dispatch/on-site support
• Consistently engage in escalated, high-level hotline calls in a customer-facing environment
• Contribute on a regular basis to the effort of creating and improving our documentation and processes for a variety of operational department
• Work with the Training department on training material and trainees’ training needs
• Contribute on a regular basis to the effort to create and improve our documentation and processes for a variety of operational departments
• Identify, develop, and implement team-focused projects and process improvements
• Ship parts to maintain on-time delivery
• Identify parts for requests with unknown parts
• Set up parts such as printers, scanners, controllers, PLCs, and PCs prior to shipment to ensure quick installation in the field
• Communicate effectively both internally and externally and utilize CRM system to record and inform on hotline cases, machine status, and parts shipments
• Safely operate a forklift to move parts and Packsize machinery
• Keep warehouse and office space organized and clean utilizing 5S principles
• Preconfigure both hardware and software of all Packsize equipment prior to shipping to customer
• Prepare machines and equipment for proper and safe shipping
• Manage refurbishment inventory from uninstalls to installs and manage the machine refurbishment queue
• Read technical manuals to understand equipment and controls
• Disassemble machinery and equipment as needed during the refurbishment process
• Clean and lubricate equipment or machinery
• Identify and diagnose issues with equipment
• Problem-solving tasks may include resolving mechanical/software issues, resolving operating system bugs, and reinstalling software or hardware
  • Repair or replace broken or malfunctioning components
• Perform tests and run initial batches to ensure a machine is running properly
• Adjust and calibrate equipment and machinery to optimal specifications
• Detect problems by performing basic diagnostic tests
• Take apart machinery that has been written off and retain parts for inventory
• Ensure warehouse is accessible and safe for Packsize team and visitors
• May be assigned facilities maintenance duties as needed

Experience and Education Required:

• BS/BA in related discipline is strongly preferred.
• Spanish speaking is a plus
• Advanced degrees are a plus
• Networking or IT support experience a plus
• 3-5 years of hands-on experience
• Experience in diagnosing, solving, and implementing solutions to technical issues
• Experience in high-level remote troubleshooting

Qualifications (including Knowledge, Skills & Abilities):

• Completely dependable, excellent at problem-solving and troubleshooting
• Proven track record of reliability during hotline shifts
• Excellent de-escalation skills to reduce potential dispatches
• Self-motivated with a proven track record in managing technical issues and projects
• Highly proficient with Packsize technology with a strong attention to detail
• Possess strong communication skills and the ability to communicate professionally in written responses to emails and phone communications to customers both internal and external
• Must be organized and analytical, able to eliminate obstacles through creative approaches
• Proven to possess great time management skills
• Familiar and comfortable with high-paced, high-technology environments

Physical Demands and Working Conditions:

• Ability to lift up to 75 pounds frequently
• Must have a valid driver’s license and a clean driving record as parts may need to be taken to the airport or UPS to be shipped
• Travel is possible but is limited

Salary and Benefits:

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

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.