glassdoor sales-marketing technical support representative

Technical Support Representative


The Technical Support Representative (TSR) will be responsible for managing our Louisville based call center. He/she answers incoming calls from our customers and will troubleshoot each call remotely. He/she understands the needs of the customer and works proactively and efficiently to meet those needs.
Essential Duties and Responsibilities:
  • Answers incoming customer calls and manages hotline.
  • Determines whether calls can be resolved over the phone or if they must be fixed on site by a field service engineer. The TSR makes decision to dispatch engineers when needed.
  • 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 remotely. Problem-solving tasks may include resolving mechanical/software issues; resolving operating system bugs; and reinstalling software or hardware.
  • Utilize math skills (specifically geometry) to create packaging designs and efficient machine operation through simplifying the design matrix.
  • Enhance the customers positive experience with Packsize by recognizing their needs and providing solutions.
  • Motivate customer through training how to operate machinery and implement lean principles.
  • Communicate effectively both internally and externally and utilize 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.
Experience and Education Required:
  • Bachelors degree in a related discipline is preferred.
  • Experience with servo drives, pneumatic systems, 480 3 phase power (knowledge of), and setup of machinery and corresponding accessories.
  • Experience with Windows and PLCs. Ability to troubleshoot PC errors and PLC functions remotely and on location.
  • Experience with Windows based computing.
  • Excellent work ethic and time management skills, accessible via telephone, and promptly returns email and phone messages.
  • Experience in lean manufacturing and batch production preferred.
  • Experience with a fast paced customer call center preferred
Physical Demands and Working Conditions:
  • Ability to lift 75 pounds.
  • Limited travel may be required during the New Hire training period
  • Must have a valid driver's license and clean driving record.
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.

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