Technical Services Manager (Call Center)

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.

Technical Expertise & Decision Making:

• 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.

Project Management:

• 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.

Collaboration & Communication:

• 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.

Continuous Improvement:

• 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 t