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Salary: USD 88,600 - 108,600 / annual
Packsize is an automation company focused on enabling efficient and sustainable packaging process flows. We are seeking an Assistant Resident Services Manager to support the management and development of our Resident Services team in the Dallas area.
In this role, you will assist in overseeing Resident Service Engineers who provide installation, maintenance, and technical support for Packsize equipment at customer locations. You will help ensure exceptional customer service, operational efficiency, team development, and adherence to safety standards while collaborating with internal departments and key customer accounts.
Key responsibilities include:
- Supervising and supporting a team of Resident Service Engineers
- Coordinating daily service activities, schedules, workload distribution, and labor utilization
- Providing technical and operational guidance to service engineers at customer sites
- Onboarding, coaching, and training new and existing team members
- Building and maintaining strong customer relationships through responsive service and communication
- Collaborating with Engineering, Software, Quality, and Operations teams to address customer and equipment issues
- Reviewing project requirements and supporting the definition of equipment and service scope
- Monitoring service performance metrics and driving continuous improvement initiatives
- Ensuring compliance with Packsize and customer safety policies
- Managing inventory, parts management, and service documentation
- Supporting customer escalations and working with leadership to resolve issues
- Preparing and communicating Root Cause Analyses (RCAs) to customers and leadership
- Preparing reports, updating records, and completing administrative duties
- Traveling to customer locations as needed (approximately 15-20% travel expected)
- Participating in after-hours, weekends, and shift coverage in a 24/7 operational environment
Requirements:
- Bachelor's degree in engineering, Technical Studies, Business Management, or related field preferred; equivalent experience considered
- 3+ years of service engineering, maintenance, automation, or technical support experience
- 1-3 years of team lead, supervisory, or people management experience preferred
- Strong customer service and relationship management skills
- Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint)
- Working knowledge of Windows operating systems and standard business applications
- Strong mechanical and technical troubleshooting skills
- Ability to interpret technical drawings, manuals, and operational documentation
- Excellent verbal and written communication skills
- Strong organizational and time management skills with ability to manage multiple priorities
- Ability to work collaboratively across departments and support customer-focused solutions
- Valid driver's license and clean driving record
- Ability to lift up to 50 pounds and perform physical activities associated with field service work, including standing, walking, climbing, bending, and carrying materials
