Technical Services Representative

7 months ago

Toronto, Canada Atlantic Packaging Products Ltd Full time

We are looking for a Technical Services Representative for the Greater Toronto Area. Reporting to the Technical Service Manager, the Technical Services Representative primarily supports the Sales team acting as a direct link to the Production Group. The representative also acts as a knowledge-based resource for the following departments: Estimating, Design, Corrugator/Converting, Graphics, Customer Service and Planning.

**What you will be doing**:

- Attend customer visits as requested to investigate corrugated performance issues, new machine installations or new business transitions. Visits could be one-time events or established weekly visits to certain major customers.
- Document all customer visits in a timely fashion via a Trip Report and follow up, establish corrective actions, and follow up with Quality, Operations, Design, Sales, and Customer Service teams as necessary.
- Assist Sales, Production and Quality Managers in determining root cause and corrective actions on specific quality complaints. Often, there are insights gained through customer visits that are not immediately obvious from samples supplied.
- Work through Sales on customer complaints. Assess clients' needs and provide recommendations and input into product design to suit clients' needs. Consult with clients after sale to resolve problems and to provide ongoing support.
- Troubleshoot technical problems related to equipment. May train customers' staff in the operation and maintenance of equipment
- Work with Quality group and Plant Superintendents to address any roadblocks on new or existing items continually underperforming at the plant. Negotiate design changes; steel die modifications, machine routing, etc. to assist in improving product efficiency.
- Co-ordinate and follow through on all accounts that transition to Atlantic from competitors.
- Work with Atlantic’s Plant Managers and the Graphic department to analyze, determine and report on item suitability based on machine capabilities.
- Work on special projects and continuous improvement initiatives as needed.
- Assess clients' needs and resources and recommend the appropriate goods or services.
- Provide input into product design where goods or services must be tailored to suit clients' needs.
- Consult with clients after sale to resolve problems and to provide ongoing support.
- Troubleshoot technical problems related to equipment.
- May train customers' staff in the operation and maintenance of equipment

**What you will bring to the table**:

- Working Knowledge of the corrugated industry from Corrugator through Converting and Unitizing.
- Firsthand experience in Converting Operations, with a particular focus and sound understanding of die cutting, printing, fold, and gluing.
- Expertise required in cut to mark systems, running speeds, web layout/box - die cut layout, box converting requirements, etc.
- Good communication skills, both verbal and written. Must be comfortable and confident in representing Atlantic to our customer base. Must be patient and diplomatic in all dealings, both internally and externally.
- Displays good leadership skills. Able to build and maintain strong inter-departmental relationships. Exhibits dedication to the success of the organization.
- Stay current on all industry/product developments and have a willingness to travel.

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