Technical Support Manager jobs in Cleveland, OH

Job Title:

Technical Support Manager

Job Category:

Management

Department/Group:

Engineering

Manager:

Engineering Manager

Location:

Clamco

Travel Required:

10-20%

FLSA Classification:

Exempt

Position Type:

Full-Time (FT)

Job Description

About PAC Machinery

Company is a dynamic, privately held packaging machinery manufacturer in business since 1963. We manufacture and export packaging machinery to Europe, Asia, North and South America – World Wide. Our equipment is used in numerous industries, including medical, pharmaceutical, food, and electronics. 

  manufactures bagging and shrink packaging systems.   offers a full line of flexible packaging equipment, including L-bar sealers, shrink tunnels, and automatic baggers.   has a long-standing reputation for quality and can provide engineering expertise to assist with customizing products and systems. 

Role and Responsibilities

The Technical Support Manager provides leadership to the Technical Support team, with a focus on providing customers with a positive experience related to our packaging machinery.  The Technical Support Manager is responsible for supporting our customers’ success and satisfaction with our products and services and contributing to their long-term loyalty. 

●      Lead and manage technical support for all product lines.  This may include visiting customers to troubleshoot equipment and/or address issues.

●      Work cross-departmentally to identify and resolve customers’ technical needs (Sales, PLMs, Engineering & Customer Service).

●      Develop training plans for all products in PAC Machinery portfolio for the purposes of standardizing internal and external training sessions.

●      Coordinate schedule for technicians to cover phone support, field support, customer training, customer acceptance testing, repairs, and machine installations.

●      Provide technical team resources to support final QA for equipment in manufacturing.

●      Lead the Technical Support team to provide solutions to customers efficiently by troubleshooting their needs in accordance with defined targets and procedures.

●      Establish and maintain expert knowledge of all product lines, building upon the Knowledge Base.

●      Ensure the team has provided detailed reports to accurately invoice customers.

●      Provide trade show support, including attending trade shows as required.

●      Provide technical support to the production floor at Clamco as needed.

●      Provide training for new technicians and lead training for new products.

●      Manage customer help desk, support requests & lead initiatives to drive customer satisfaction.

●      Manages and drives team performance with KPIs and other visual metrics.

●      Ensure Quality Assurance inspections and sign-offs for all equipment prior to shipment.  Identify, report, and help resolve product defects to maintain customer satisfaction.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

●      Strong communication and interpersonal skills, people management skills

●      Minimum of 10 years’ experience designing or servicing electro-mechanical equipment and machines

●      Minimum 5 years of management experience

●      Excellent organizational and time management skills

●      Highly motivated, organized, and self-directed

●      Candidate needs the ability to read mechanical and electrical drawings

●      Computer literate. MS Office; Word, Excel, and PowerPoint

●      Associates degree or higher with minimum of 10 years Field Service experience

●      Minimum of 10 years’ experience working within a manufacturing environment

●      Must have a US passport or willing to obtain a passport

physical requirements

While performing the duties of this job, the employee is regularly required to sit, stand and/or walk for extended periods.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Reviewed By:

Jim Kane

Date:

January 2023

Last Updated By:

Dane Warholic

Date/Time:

07/11/2023