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Senior Technical Support Technician

LOCATION: 

Ayer, MA, US, 01432 Boston, MA, US

REQ ID:  37559

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. 

Our people are entrepreneurial innovators and problem solvers committed to bringing unique insights and solutions to the needs of our customers, stakeholders, and society. At SEE, we are creating a community of inventors, problem solvers, and future makers that are passionate about fulfilling our purpose.

Sealed Air generated $5.5 billion in sales in 2021 and has approximately 16,500 employees who serve customers in 114 countries. To learn more, visit www.sealedair.com.

Job Description

Senior Technical Support Technician currently available in Ayer, MA at Sealed Air. You will provide tier 2 technical support for complete Product Care Protective Packaging product line to the component level, or software and programming support for Customers, Field Service, and internal Customers to result in services that are a competitive advantage for customers and the company. 

You will support the company’s systems approach, by providing technical expertise and support for the breadth of Product Care product lines. This role will be responsible to provide timely information and reporting, of customer concerns, competitive information, and other data, as required, to ensure a high level of customer satisfaction. The Senior Technical Support Technician role will work closely with the Technical Service Call Center Supervisor and provide additional Field Service and Technical Assistance expertise as the requirements warrant. Maintain Technical Information to keep the Technical Services Support Teams up to date on service problems, engineering developments, etc.  The role requires the Senior Technical Support Technician to gain additional training and knowledge of new Product Care product lines above and beyond a Tier 1 Technical Support Technician. This will be obtained through on-going involvement in engineering projects, product trainings and customer visits. 

 

  • Technical Support – In addition to all principal accountabilities of a Tier 1 Technical Support Technician the Senior Technical Support Technician will provide clear, concise communications to all customers to satisfy technical needs with solutions to concerns. Resolve complex technical issues using general technical knowledge of the equipment and materials, utilizing all available technical documentation.  Serve as the customer advocate by taking ownership of customer concerns through the identification of the root cause, and driving the applicable corrective action by facilitating cross-functional participation to provide the customer both a short and long term solution. Resolve Tier 1 customer issues that have been escalated to Tier 2 support. 
  • Provide immediate feedback to Technical Support Management on any reoccurring product line performance concerns. Input of all daily customer engagement information into the system data base in a timely manner to ensure all customer feedback, product line performance concerns, and inquiries are captured for trend analysis, and customer history updates. 
  • Assist with developing the skills and knowledge of Tier 1 Technical Support Technicians.
  • Engineering Interface – Serve as a Technical Services Support representative to the engineering team, in support of NPD, ERP and systemic support issues.

  • Support and represent the Technical Services teams by involvement in various special projects as they occur and serving as the focal point for communication regarding these projects to the Field Service and Technical Assistance teams.

  • Field Service Liaison – Serve as a senior-level technical resource and liaison between Technical Service Support Teams and Engineering on field issues, such as:
    a)    Ownership and responsibility for field-reported issues and driving resolution and communication between engineering and the end customer.  
    b)    Update and validate for accuracy the Technical Services Knowledge Base. 

Qualifications

  • Associates degree in Technical and/or electronics or equivalent experience required, BA in an Engineering discipline and/or Product Management (Business degree) preferred 
  • Minimum 2 years prior experience supporting the entire Product Care product line or equivalent
  • Demonstrated proficiency with network troubleshooting.
  • Demonstrated experience with industrial software and controls
  • Proficient PC Skills in Microsoft Office plus see above systems expertise.
  • Effective one-on-one, phone, written communication, and customer service skills. Demonstrated ability to train others.
     

Technical Expertise: Minimum technical skills/experience required to be successful in the position:

  • Mechanical systems - Able to read: blueprints, assembly drawings and pneumatic diagrams.  Strong mechanical aptitude.  Advanced troubleshooting skills. Understands electro-mechanical and material interface. Understands integration of subsystems and material handling systems.
  • Electrical -     Able to read wiring diagrams. Advanced electrical knowledge of wiring, AC/DC current, motors, fusing, contactors, relays, grounding, bonding, RF, induced/transmitted noise. Able to do advanced electrical troubleshooting.
  • Electronics/controls -     Advanced knowledge of PLC theory and logic with ability to troubleshoot. Understanding of basic circuit design and troubleshooting. Able to use test equipment to include: voltmeter, digital multi-meter, internally created testers. Diagnose/troubleshoot controls interfaces.
  • Software -     Install, use, and train others on third party software. Troubleshoot advanced software issues, and Network customer peripherals. Convert existing customer labels, create or link to customer databases via OLE DB or ODBC. Ability to learn and apply new software programs.


 

Requisition id: 37559 

Relocation: Yes  

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, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

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WHY WORK AT SEALED AIR?

It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.

Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.

Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.

Leaving our communities better than we found them through dedication of time, talent and resources.


Nearest Major Market: Boston

Job Segment: Technical Support, Senior Product Manager, Testing, Supply Chain, Call Center, Technology, Operations, Customer Service

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