Technical Service Rep REMOTE Description At American Packaging Corporation (APC), you’ll find the packaging career you’ve been looking for. With competitive salaries, excellent benefits, 401(k) plans and tuition reimbursement programs, we nurture our employees while advancing and promoting diversity and inclusion. As the leading flexible packaging converter in North America for over a century, APC’s longstanding success is fueled from the inside out. We’re constantly seeking to improve our internal operations and were named a “Best of the Best” in the Best workplaces in the America’s awards for 12 years in a row. It’s how and why we engage the best and brightest talent to continue propelling our shared success into the future. LOCATION:Remote REPORTS TO: Technical Service Manager SUMMARY:Provides Technical Assistance to Sales, Marketing & Operations and visits to end-user and internal company plants for Film Trials, Packaging equipment audits, Quality Issues, Train operators and support staff. This position works with maintenance & engineers on all technical aspects of films / laminates. Advise customers’ technical service & Machine manufactures on improved methods for using & maintaining films - make design suggestions as needed. Must be familiar with Vertical and Horizontal Form Fill Seal equipment as well as tuck and fold / lidding equipment / liquid – powder - granular filling / print registration equipment / mechanical, pneumatic, electro-mechanical interface. Must be familiar with prepackaged and after packaged product handling equipment. Must be capable of communicating / engaging all levels of management / engineering / technical / operators and production floor personnel. Makes own schedules based on the account / priorities and the needs of American Packaging Corporation. ESSENTIAL DUTIES AND RESPONSIBILITIESinclude the following, as well as other duties as assigned. Customer Complaint Process + Investigate customer complaints promptly and efficiently and ensure follow through to resolution in an expeditious manner. + Travel to customer locations to investigate performance issues, isolate defective material, provide recommended corrective resolution and complete required documentation regarding the issue. + Complete, coordinate, and ensure that all documentation regarding customer complaints, defects and related samples are compiled and provided to appropriate divisions/departments in timely manner. Trial Responsibilities + Obtain specification information for each trial prior to evaluating performance of material on customer equipment. + Coordinate travel to existing and potential accounts to conduct machine audits and collect performance information prior to the shipments of trial rolls. Ensure the distribution of the collected information to the appropriate Technical Department personnel. + Coordinate and ensure timely delivery of trial structures to the customer prior to the scheduled machine trial. + Ensure the distribution of reports and all related documentation to appropriate divisions, departments and individuals. Plant Service Calls + Schedule periodic customer facility service calls and ensure related communications with the appropriate APC Account Manager regarding scheduled timing of the customer visit. + Coordinate all activities related to customer service calls to: + ensure quality service to address customer needs. + cultivate strong relationships with packaging department personnel. + research and analyze APC’s business position relative to its competitors. + evaluate the condition/quality of APC materials. + identify any performance issue with APC supplied material through contact with machine operators achieving pro-active potential problem solving. + develop and distribute required documentation and distribute to the appropriate APC personnel. General Responsibilities + Ensure and coordinate effective interaction/communication between Tech Svc. Engineers and APC Division Technical, Operations, Sales and Customer Service teams. + Complete and submit Monthly Technical Service Reports in a timely manner (tenth day of the following month). + Complete and submit all Tech Services weekly expense reports within three weeks of the week for the generated expenses. + Adhere to all company safety policies/guidelines. + Perform other duties as assigned. Requirements QUALIFICATION REQUIREMENTS: + 10+ years of experience in flexible packaging web-based converting with specific knowledge and support of Technical Services in all APC technologies (RPL, FPL, ELC). + BS in a technical major (i.e.: engineering, packaging science/technology) from an accredited college or technical school, AS and extensive industry experience or equivalent. + Strong mechanical aptitude with web-based converting packaging equipment. + Strong materials knowledge and supervisory experience are a plus. + Strong organizational and interpersonal skills. + Travel required. EDUCATION and/or EXPERIENCE Associate/Bachelor’s degree (A. A./B.S.) or equivalent from two-year college/four-year college or technical school; with one-year related experience and/or training; or equivalent combination of education and experience. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. PHYSICAL DEMANDS The physical demands described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit and reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. American Packaging Corporation is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. American Packaging Corporation will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. EOE/AA Disability/Veteran. If you are interested in applying for an employment opportunity and need special assistance or an accommodation to apply for a posted position, please contact our Human Resources department at: talentacquisition@americanpackaging.com.