Assistant Resident Services Manager - Joliet, IL

Job Description:

Assistant Resident Services Manager - Joliet, IL

About Packsize
Packsize is an automation company that enables more efficient and sustainable packaging process flows from packing to unboxing. We’re propelling our customers and the industry forward, always looking to innovate and improve. Because, to us, packaging is about much more than a box, it’s about delivering what’s right, for our customers, for their customers and our planet.

About the Role
We are seeking a highly motivated Assistant Resident Services Manager to support the management and development of our Resident Services team. This role assists in overseeing Resident Service Engineers who provide installation, maintenance, and technical support for Packsize equipment at customer locations. The Assistant Manager will help ensure exceptional customer service, operational efficiency, team development, and adherence to safety standards while working closely with internal departments and key customer accounts.

What You'll Do

• Assist in supervising and supporting a team of Resident Service Engineers.

• Coordinate daily service activities, schedules, workload distribution, and labor utilization.

• Support Resident Service Engineers at customer site and provide technical and operational guidance.

• Assist with onboarding, coaching, and training of new and existing team members.

• Build and maintain strong customer relationships through responsive service and communication.

• Collaborate with Engineering, Software, Quality, and Operations teams to address customer and equipment issues.

• Help review project requirements and support the definition of equipment and service scope.

• Monitor service performance metrics and assist in driving continuous improvement initiatives.

• Ensure compliance with Packsize and customer safety policies and procedures.

• Assist with inventory, parts management, and service documentation.

• Support customer escalations and work with leadership to resolve issues effectively.

• Prepare and confidently communicate Root Cause Analyses (RCAs) to customers and leadership.

• Prepare reports, update records, and complete administrative duties as assigned.

• Travel to customer locations as needed to support team members and customers.

• Participate in after-hours, weekends, and shift coverage as required in a 24/7 operational environment.
  

What You'll Bring

• 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 the 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.
  

Travel Requirements

Tavel is expected to be approximately 15-20%, depending on business and customer needs. This includes local and/or overnight travel.

What We Offer

The salary range for this role is $88,600- $108,600 USD; however, Packsize considers several factors when determining compensation when extending a job offer, including but not limited to the role being offered, associated responsibilities, prior work experience, education/training, and any special skills.

If this role excites you, but you don’t meet every requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely places.

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being.

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, veteran’s 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.