Rep.,Technical Service Job Atlanta area,Georgia USA,Engineering

Location:
Based in Mid-Atlantic region

The Technical Service team is responsible for determining the validity of a quality claim, providing technical support during material or packaging machine qualifications and proactive visits to ensure customer satisfaction. Performs as the Subject Matter Expert of GPI Products and various manual, high speed, mechanical or automatic packaging machinery.

Perform as a Technical Service Representative with the ability to fully understand carton quality functions and troubleshoot complex critical to quality (CTQ) issues.
Possesses advanced understanding of a wide range of high-speed packaging machinery systems and carton styles.
Work closely with sales and the operations team to communicate carton quality issues.
Directly involved in customer management of complex situations and events, together with follow-up within GPI organizations. This position requires increased exposure across the GPI organization and involvement on cross-functional project teams.
Supervise, direct and train customer technicians on complex mechanical/set-up procedures for high-speed packaging equipment.
Support GPI carton manufacturing and sales teams on process and design improvement projects.

Job Functions

Must be prepared to travel 80%–90% of the time on short notice, including domestic and international travel.

Competent in standard mechanical skills for various makes of packaging machinery. Performs or can direct maintenance, setup, timing, testing and troubleshooting of components and mechanical systems of packaging machinery.

Responsible for higher-level diagnosis of mechanical or set-up issues on a wide range of packaging machinery.

Required to be conversant with carton converting processes and organizations at multiple GPI plant locations. Must demonstrate understanding of carton to quality (CTQ) characteristics, and relationship of carton characteristics to packaging machinery operation.

Has authority to quarantine, scrap or arrange return of suspect cartons, and request replacement stock.

Must demonstrate ability to analyze customer defective material reports (DMR's) and quarantined cartons, and to pass detailed information and carton samples back to GPI representatives at carton manufacturing plants.

Ability to run suspect cartons on customer’s machinery by leveraging all possible solutions. When follow-up action is required with GPI sales, converting, or engineering organizations, must demonstrate full integration with the processes and people involved, and be fully effective at utilizing reporting and documentation systems involved.

Required to demonstrate excellent customer handling, troubleshooting, and problem‑solving skills. Can develop productive working relationships with customers and act proactively to improve their experience with GPI products. Diffuse a potentially aggravated situation with the customer and build trust that GPI is the preferred supplier.

Participates in a wide variety of service, engineering, and carton activities, including the development, processing, and follow‑up of specifications during machinery testing, debug, start‑up, and during development and field testing of new carton styles.

Required to interface effectively with GPI sales, converting operations, and CI organizations when reporting carton quality issues and working on follow‑up actions.

Participates in customer‑focused process improvement initiatives, cost reduction initiatives, and product development projects as a primary representative of the Technical Services group.

Required to conduct training with customer staff in areas of safety, operation, and maintenance of machinery equipment, and proper carton handling procedures.

Responsible for arranging and managing travel, the preparation of expense reports, service reports, trip reports and the management of American Express Credit Card charges.

Must complete all required safety training and follow safety policies.

Other duties as assigned.

Required Experience

10 or more years’ experience in area of field service and carton converting operations.
Two-year technical degree and 4 or more years’ experience and/or formal training in the area of packaging…

Rep., Technical Service