Technical Services Advisor

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At Graphic Packaging International, we produce the paper cup that held your coffee this morning, the basket that transported those bottles of craft beer you enjoyed last weekend, and the microwave tray that heated your gourmet meal last night. We’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of food, beverage, foodservice, household, personal care and pet products. Headquartered in Atlanta, Georgia, we are collaborative, diverse, innovative individuals who create inspired packaging while giving back to our communities.

With over 25,000 employees working in more than 130 locations worldwide, we strive to be environmentally responsible in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry’s best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we’d love to hear from you.

A World of Difference. Made Possible.

POSITION PURPOSE

The Technical Services Advisor is responsible for determining the validity of a quality claim, provides 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.

Higher level position within the Technical Services team.

Perform as a Technical Service Advisor 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. This includes 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 acting 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 business expenses.

Must complete all required safety training and follow safety policies.

Other duties as assigned.

JOB SPECIFICATIONS

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

Must possess a passport and valid driver’s license with a good driving record.

Demonstration of highly effective interpersonal skills when dealing with customers.

Demonstration of highly effective problem-solving skills, customer production issue follow-up.

Must have basic Microsoft Office Skills.

Salesforce and SAP knowledge preferred.

We are an equal opportunity employer that is committed to inclusive barrier-free recruitment and selection processes. We are pleased to accommodate individual needs in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Should you accept this employment letter of offer, and should you require accommodation at any time, please advise Human Resources