What are the responsibilities and job description for the Customer Technical Support Manager position at AUTOBAG® Brand Automated Systems?
SEARCH BY KEYWORD
SEARCH BY LOCATION
Select How Often (in Days) To Receive An Alert
Select how often (in days) to receive an alert:
Apply now »
Customer Technical Support Manager
LOCATION:
Streetsboro, OH, US, 44241 Streetsboro, OH, US, 44241 Streetsboro, OH, US, 44241
REQ ID: 51105
If you are a current employee click here to apply.
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 2024, Sealed Air generated $5.4 billion in revenue and had approximately 16,400 employees distributing products and services to 117 countries/territories around the world. To learn more, visit www.sealedair.com.
Position Summary
Lead and manage technical support operations in North America for the company’s protective equipment platforms. This role involves managing a team of technical support representatives locally and in remote locations to ensure positive customer interactions, high first-time fix rates, accurate troubleshooting, and detailed customer interaction logs. The position will include organizing and managing complex systems, working with engineering to report market/field needs, and implementing department improvements. The main responsibilities are to manage the technical support personnel in technical attribute, communicate with cross-functional departments for product changes/issues, maintain technical databases, and develop/implement departmental improvements.
Job Description
Team Leadership & Management:
Relocation: No
Sealed 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.
WHY WORK AT SEALED AIR?
It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.
Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
Leaving our communities better than we found them through dedication of time, talent and resources.
Nearest Major Market: Akron
Nearest Secondary Market: Cleveland
Job Segment: Technical Support, Information Technology, IT Manager, Supply Chain Manager, Marketing Manager, Technology, Operations, Marketing
Apply now »
Find Similar Jobs
Vagas em Vendas, Vagas em Supply Chain, professionnels expérimentés, Profesionales con experiencia, Empleos de ventas
SEARCH BY LOCATION
Select How Often (in Days) To Receive An Alert
Select how often (in days) to receive an alert:
Apply now »
Customer Technical Support Manager
LOCATION:
Streetsboro, OH, US, 44241 Streetsboro, OH, US, 44241 Streetsboro, OH, US, 44241
REQ ID: 51105
If you are a current employee click here to apply.
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 2024, Sealed Air generated $5.4 billion in revenue and had approximately 16,400 employees distributing products and services to 117 countries/territories around the world. To learn more, visit www.sealedair.com.
Position Summary
Lead and manage technical support operations in North America for the company’s protective equipment platforms. This role involves managing a team of technical support representatives locally and in remote locations to ensure positive customer interactions, high first-time fix rates, accurate troubleshooting, and detailed customer interaction logs. The position will include organizing and managing complex systems, working with engineering to report market/field needs, and implementing department improvements. The main responsibilities are to manage the technical support personnel in technical attribute, communicate with cross-functional departments for product changes/issues, maintain technical databases, and develop/implement departmental improvements.
Job Description
Team Leadership & Management:
- Lead, mentor, and inspire a team of Technical Representatives to achieve technical excellence and meet department goals.
- Ensure the team delivers high-quality customer service with a focus on first-time fix rates and accurate troubleshooting.
- Foster a collaborative team environment, encouraging continuous learning and improvement.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Coordinate training events with engineering and technical trainers to ensure high performance on supported products within the team.
- Provide technical leadership on equipment support processes, troubleshooting, and resolution implementation.
- Ensure adherence to safety standards, best practices, and quality metrics.
- Assist with technical issues and provide support to resolve them.
- Stay up to date with industry trends, emerging technologies, and best practices.
- Maintain technical database, technical equipment publications, and support apps.
- Develop In-depth technical knowledge of the company's protective equipment platforms.
- Manage the technical direction and execution of projects for technical support and field service.
- Develop detailed plans, set clear milestones, and track progress to ensure timely execution.
- Coordinate with stakeholders to define project scope, objectives, and requirements.
- Identify and mitigate project risks, adjusting timelines and resources as needed.
- Collaborate with cross-functional teams (e.g., product management, QA, operations) to ensure alignment, implement changes and resolutions, and meet business objectives.
- Communicate effectively with both technical and non-technical stakeholders to relay customer issues/needs, risks, and technical challenges.
- Present issues and discuss workable solutions with the Engineering and Technical Leadership.
- Track and communicate concerns that arise at customer locations - take ownership with engineering, marketing, sales, and the Automation/Cushioning service team.
- Identify areas for process improvement within the technical support team and implement solutions to enhance productivity and quality.
- Encourage a culture of innovation and encourage the team to adopt new tools, technologies, and methodologies.
- Lead reviews to identify lessons learned and incorporate feedback into plans and processes.
- Follow and implement metrics to monitor the success of the Automation/Cushioning service strategy for all customers and programs.
- AS Degree
- 5 years of electro-mechanical machinery experience
- 3 years of experience in management
- 3 years of MS Office Suite
- 2 years of CRM and ERP experience (ServiceMax and SAP preferred)
- Strong interpersonal relations skills
- Superior verbal and written communication skills
- Strong set of ethics and values, integrity, and trust
- Results driven. Performance Management.
- Ability to make tough decisions
- Model Leadership behaviors
- Excellent presentation and communication skills (all levels)
- Strong organizational skills
- Inspired leadership: a demonstrated ability to coach & lead through others to get results. Effective at working with others to achieve shared goals in a matrix structure.
Relocation: No
Sealed 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.
WHY WORK AT SEALED AIR?
It is our responsibility to leverage what we have to affect positive and meaningful change for our communities and planet using Sealed Air’s global resources and expertise.
Corporate sustainability. It’s about improving the lives of people around the world by addressing pressing needs in the communities where we and our customers operate.
Customer Success. Meeting our customers' needs. At Sealed Air it’s more than a goal, it’s an integral part of our business practices, our innovative solutions, and our values.
Leaving our communities better than we found them through dedication of time, talent and resources.
Nearest Major Market: Akron
Nearest Secondary Market: Cleveland
Job Segment: Technical Support, Information Technology, IT Manager, Supply Chain Manager, Marketing Manager, Technology, Operations, Marketing
Apply now »
Find Similar Jobs
Vagas em Vendas, Vagas em Supply Chain, professionnels expérimentés, Profesionales con experiencia, Empleos de ventas
Case Manager - Behavioral Health
Community Support Services Inc -
Akron, OH
