Technical Services Sr Analyst

JOB SUMMARY:

Technical Services provides technical expertise/support in assisting clients with installations, maintenance, upgrades, and repairs including: serving as the key customer contact on technical and service related problems to achieve required product/service performance standards and total customer satisfaction. Diagnosing, troubleshooting, and resolving technical/service issues. Instructing clients on the proper usage and operation of equipment. Documenting and maintaining clients' service logs. Preparing reports for product failure analysis and serviceability issues and escalating to relevant engineering teams.

Work Environment: typically on-site/field and does not handle queries remotely via phone/emails.

• Individuals in these roles have a functional knowledge focus and are primarily responsible for achieving results through their own work and through teams that they may be part of.
• Requires the application of theoretical knowledge typically gained through formal education (i.e. a postsecondary degree) and on the job training.
• Progression within the levels reflects increased functional expertise, scope and complexity of work, and ability to influence others.
• May mentor, coach and/or train less experienced co-workers.
• Requires conceptual and practical expertise in own discipline and basic knowledge of related disciplines.
• Growing knowledge of industry practices.
• Develops solutions to a variety of complex problems; analysis requires evaluation of identifiable factors.
• Uses best practices and knowledge of internal/external business issues to improve products and services.
• Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
• Exerts some influence on the overall objectives and long-range goals of the organization.
• Errors in judgment or failure to achieve objectives would normally have a serious effect upon the administration of the organization.
• Participates in determining objectives of assignment; plans, schedules and arranges own activities in accomplishing objectives.
• Work is reviewed upon completion for adequacy in meeting objectives.
• Represents organization as a prime contact on programs or projects.
• Interacts with senior internal and external personnel on significant matters often requiring coordination between organizations.

• BA or equivalent+ 6 years related experience, or MA+ 4 years related experience.
• Position requires weekly travel

The candidate must be able to perform the essential functions of the position satisfactorily, with or without a reasonable accommodation. Graphic Packaging retains the right to change or assign other duties to this position.

KEY COMPETENCIES

• Business acumen
• Interpersonal skills
• Influence skills
• Results oriented

Pay Range: $75,000.00-$

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law.  

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