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Title:  Technical Service Representative

Requisition ID:  10744-159
Location: 

Atlanta, GA, US, 30328

Category:  Quality and Continuous Improvement
Travel:  Up to 75%
Pay Grade:  94

The Technical Service team is responsible for determining the validity of quality claims, provides technical support during material or packaging machine qualifications, and conducts 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 Representative with the ability to fully understand carton quality functions and troubleshoot complex critical to quality (CTQ) issues.
  • Possesses an advanced understanding of a wide range of high-speed packaging machinery systems and carton styles. 
  • Work closely with sales and the operations teams 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 in 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.
  • Must be prepared to travel 80%-90%, at times 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 an understanding of carton to quality (CTQ) characteristics, and the relationship of carton characteristics to packaging machinery operation.
  • Has authority to quarantine, scrap, or arrange the return of suspect cartons, and request replacement stock.
  • Must demonstrate the 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.
  • Leads participate 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 American Express Credit Card charges.
  • Must complete all required safety training and follow safety policies.
  • Other duties as assigned.

Required Skills

  • 7-10 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, 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 www.graphicpkg.com.

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 EEO is the Law Poster.