Technical Support Technician

Technical Support Technician LOCATION: Streetsboro, OH, US, 44241 REQ ID: 48376 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. Westrive 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 2023, Sealed Airgenerated $5.5 billion in revenue in 2023 and had approximately 17,000 employees operating out of 46 countries/territories and distributing products in 115 countries/territories around the world. To learn more, visit www.sealedair.com. Position Summary The Technical Support Technician creates an outstanding experience for new and existing customers. 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.A Technical Support Technician helps resolve technical issues on all Sealed Air Protective Care systems including InstaPak, Inflatables, Paper, and Autobag.The Technical Support Technician will be familiar with all advanced integration systems including computer-facing, printing, scanning, and conveyor operations.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. Job Description 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