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Title:  Technical Service Rep III

Requisition ID:  17464-159

Atlanta, GA, US, 30328

Category:  Quality and Continuous Improvement
Travel:  No Travel Required

Position Purpose:

The Technical Service team 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

  • Early career developmental position within the Technical Services team.
  • Perform as a Technical Service Representative with the ability to perform carton quality functions and troubleshoot complex critical to quality (CTQ) issues.
  • Possess basic understanding of a wide range of 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.

Job Functions

  • 1. Must be prepared to travel 80%-90% of the time on short notice. This includes domestic and international travel.
  • Based on business need this role may need to relocate to closer support the customer service footprint
  • 2. Required to continue development of skills necessary and consistent with machinery and carton technology.
  • 3. Required to continue development of skills to be conversant with carton converting processes and organizations at multiple GPI locations. Must demonstrate understanding of carton to quality (CTQ) characteristics, and relationship of carton characteristics to packaging machinery operation.
  • 4. Has authority to quarantine, scrap or arrange return of suspect cartons, and request replacement stock.
  • 5. 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.
  • 6. 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.
  • 7. 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.
  • 8. Required to interface effectively with GPI sales, converting operations, and CI organizations when reporting carton quality issues and working on follow-up actions.
  • 9. Responsible for arranging and managing travel, the preparation of expense reports, service reports, trip reports and the management of American Express Credit Card charges.
  • 10. Must complete all required safety training and follow safety policies.
  • 11. Other duties as assigned.

Job Specifications:

  • 1-5 years’ experience in area of technical field service and/or carton converting operations.
  • Bachelor’s degree preferred but not required.
  • Experience in a manufacturing, engineering, or other technical environment preferred
  • Demonstration of highly effective interpersonal skills when dealing with customers.
  • Demonstration of highly effective problem-solving skills, customer production issue follow-up.
  • Must possess a passport and valid driver’s license with a good driving record.
  • Must have basic Microsoft Office Skills, SAP, Concur and Salesforce skills preferred.


Required Experience

At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! 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 care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader 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. Learn more about us at

Inspired Packaging. A World of Difference.

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. Click here to view the Poster, EEO is the Law.

Nearest Major Market: Atlanta

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