Lead Technical Services, North America

ACG is committed to providing innovative packaging solutions that meet the evolving needs of our customers. Our mission is to deliver high-quality packaging materials while fostering a culture of collaboration and growth.

Act as a Technical support interface between factory and Sales in order to provide effective technical support to end customers.

• Provide seamless technical support to end customers in terms of resolving complaints and improving their productivity in order to build up the long-term relationship for supply of quality products.

• Provide support to the customer in their routine technical queries and complaints to ensure resolution to their level of satisfaction, elevate complex queries to level above for resolution.
• Collaborate with plant and Sales for timely resolution of technical and commercial closures within timelines.
• Supports the customer in qualification of new films and foils on their blister lines by providing technical inputs on the film for the successful qualification.
• Educates the customer with inputs on best thermoforming practices, troubleshooting guidelines, technical trainings, standard procedures during pro‑active visits/calls.
• Assists strategy team in compiling technical data of trial of films on different machines to prepare a TCO framework.
• Execution of TCO at customer sites w.r.t their productivity, yield, downtime & wastages.
• Collaborates with QA to keep a track of CAPA implementation as per PDC to ensure no repeat complaints are received.
• Obtains market information on competitors from customers and shares the feedback with Sales.
• Ensures sufficient data is available from the customers for new sampling to develop first time right product.
• Plan customer pro‑active visits/calls/discussion to ensure closure of loop on complaints, liaise with customer operations team to understand their expectations from ACG and communicates this back to Sales and Plant to collaboratively meet customer expectations.

• Liaise between Sales and Plant for streamlined communication on various applicable matters.
• Coordinate with BD and Sales to keep track of commercialization of samples.
• Provide information collected from customer to Sales to support in increasing business share and generate new possible opportunities.
• Report regularly to HOD on customer proactive meetings/visits/status on samples/ leads from ACGE

Provide technical awareness for development of Sales managers on films and blister machines as and when required to make them proficient on trouble shooting and handling technical queries with customers.

Compensation details will be discussed during the interview process.

ACG is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.