Technical Support Technician

Position Summary

The Technical Support Technician creates an outstanding experience for new and existing customers. They are also key to the support of our Field Service teams to aid with triage, parts recommendations, and increased first-time fix rates. Armed with a high degree of product and service knowledge, the Technical Support Technician provides customer support, technical, and applications assistance to customers in a fast-paced and energetic environment. A Technical Support Technician helps resolve technical issues on all Sealed Air Protective Care systems including InstaPak, Inflatables, Paper, and Autobag™. The Technical Support Technician will be familiar with all advanced integration systems including computer-facing, printing, scanning, and conveyor operations. The Technical Support Technician role will work closely with the Remote Technical Support Manager, Field Service, and Technical Assistance teams to provide support expertise as the requirements warrant. Create and maintain technical information to keep the Remote Technical Support Teams up to date on service problems, engineering developments, etc. 

Job Description

• Provide clear, concise communications to all customers to satisfy technical needs with solutions to concerns. Resolve complex technical issues using 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 with both a short- and long-term solution.
• Provide immediate feedback to Technical Support Management on any recurring product line performance concerns. Input all daily customer engagement information into the system database promptly to ensure all customer feedback, product line performance concerns, and inquiries are captured for trend analysis and customer history updates.
• Serve as a Technical Services Support representative to the Engineering Team, in support of New Product Development 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.
• Ownership and responsibility for field-reported issues and driving resolution and communication between engineering and the end customer.
• Update and validate the accuracy of the Technical Services Knowledge Base.
• Ability to work well in both a team setting and independently. Communicate and convey ideas effectively to peers, suppliers, and customers, and deliver technical presentations to customers and management. Sensitivity to factors that may have commercial and/or manufacturing consequences.

Qualifications

• Associate degree or Technical School Degree required; Bachelor’s degree preferred. 3-7 years of Field Service/Remote Technical Support Experience in a related field accepted instead of a degree.
• Intermediate electrical knowledge. Able to read and interpret schematics to troubleshoot complex issues. Knowledge of AC/DC components, PLCs, control interfaces, HMIs, and test equipment used in troubleshooting.
• Intermediate mechanical knowledge. Able to read assembly and pneumatic drawings to troubleshoot complex issues. Knowledge of electro-mechanical and material handling systems.
• Ability to understand design and manufacturing principles for Sealed Air Equipment.
• Technical and mechanical ability to repair heavy equipment and units in the field using schematics.
• Effective communication skills, both verbal and written. Excellent analytical, interpersonal, and communication skills with the ability to communicate sophisticated technical issues in an easy-to-understand manner.
• Ability to represent the Company effectively and professionally, including excellent customer handling skills.
• Ability to work under pressure and diffuse tense situations.
• High level of competency in Microsoft Windows products (O365, Word, Excel, PowerPoint, Teams), CRM systems (ServiceMax, Aquant, and Zinc knowledge preferred), ERP systems (IFS and SAP knowledge preferred), call center software (Cisco Finesse preferred), printer label software and remote monitoring software.