Field Service Technical Support Specialist

Overview

A 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.

Responsibilities

• 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

Employment details

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