Technical Support Technician

Sealed Air

  • Ayer, MA
  • Permanent
  • Full-time
  • 22 days ago
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. We strive to foster a caring, high-performance growth culture that will deliver consistent, sustainable profitable growth and accelerate our performance – a culture where accountability is clear and aligned, and where we reward business outcomes and impact. That culture guides everything we do, including how we partner with our customers and suppliers, how we attract and retain top talent, and how we create and deliver value for our stakeholders. In 2023, Sealed Air generated $5.5 billion in revenue in 2023 and had approximately 17,000 employees operating out of 46 countries/territories and distributing products in 115 countries/territories around the world. To learn more, visit .Position SummaryA Technical Support Technician helps in resolving technical issues on all Sealed Air Protective Care systems, including InstaPak, Inflatables, Paper, and Autobag™. 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. This role will be responsible for providing timely information and reporting of customer concerns, competitive information, and other data, as required, to ensure a high level of customer satisfaction. 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. The role requires the Technical Support Technician to gain additional training and knowledge of all SEE Protective Care product lines. This will be obtained through ongoing involvement in engineering projects, product training, and customer visits.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. 3-5 years of Field Service/Remote Technical Support Experience in a related field is 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. Comfortable using and learning common applications, programming, and communication tools
  • Intermediate mechanical knowledge. Able to read assembly and pneumatic drawings to troubleshoot complex issues. Knowledge of electromechanical 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 remotely.
  • 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 a plus), ERP systems (Visual and SAP knowledge preferred), call center software (Cisco Finesse preferred), and remote monitoring software.
Requisition id: 49342Relocation: NoSealed Air is committed to attracting, selecting, and developing talent that reflects the diversity of the communities and customers we serve. We take pride in our selection process to identify, infuse, and grow talent to align with our culture, values, and norms. Sealed Air prioritizes talent development, fostering a culture of continuous growth and career progression. 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 identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state and local laws.*Please be cautious of fraudulent recruiting efforts using the Sealed Air name or logo. Sealed Air will never request private information during the application process, such as a Driver's License or Social Security Number. If you have any concerns about information received from SEE during the application process, please reach out to us directly at globalta@sealedair.com.LINK1 MON1

Sealed Air