Title:  Technical Services Sr Analyst

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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 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. The demographic area covered in the role will be the Mid-Atlantic – primarily Delaware, North Carolina, Minnesota, South Carolina, Tennessee, and Virginia.
 

• Performs as the Subject Matter Expert of GPI Products and various manual, high speed, mechanical or automatic packaging machinery
• Lower to mid-level 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

• Must be prepared to travel 80%-90% of the time on short notice. This includes domestic and international travel.
• Required to continue development of skills necessary and consistent with machinery and carton technology.
• 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.

• 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.
• ​​​​​​​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.
• Required to demonstrate understanding of Continuous Improvement process, and Six Sigma tools.
• 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.

JOB SPECIFICATIONS

• Minimum of 7 years’ experience in area of technical field service and carton converting operations.
   
• 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

Pay Range:   $73,200.00 - $97,600.00

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.

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