Technical Services Advisor
1 week ago
Requisition ID: 2708- Location: Mississauga, ON, CA, L5S 1L9- Department: Quality- Travel: Up to 100%
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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.
- 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 highspeed 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 followup within GPI organizations. This position requires increased exposure across the GPI organization and involvement on crossfunctional project teams.
- Supervise, direct and train customer technicians on complex mechanical/setup procedures for highspeed 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 higherlevel diagnosis of mechanical or setup 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 followup 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 problemsolving 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 followup 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 wit
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