The Materials Technical Support Specialist will utilize specialized knowledge and experience with Multivac materials and equipment to assist in the troubleshooting, isolation, and correction of packaging issues to ensure customer satisfaction with Multivac film performance. This position will serve as an advisor on how the use and maintenance of Multivac packaging equipment affects materials performance in final package function and appearance.
This position will be remote, ideally based out of the Northeast, with travel up to 75% of the time, including some international travel.
Responsibilities:
- Partner closely with Regional Service Management, Materials Sales team, and Regional Service Schedulers to ensure technical resources are deployed to the field as needed.
- Provide customer feedback to sales and service teams to ensure customer satisfaction with Multivac products and services.
- Assist in the troubleshooting, isolation, and identification of issues regarding package appearance, film material performance, and packaging outcome to ensure customer satisfaction with Multivac products and support services.
- Provide education to internal teams and customers on materials applications and associated processes to ensure desired package outcomes
- Partner with customers to improve and optimize machine performance to ensure the best performance of their material and machine while ensuring Operational Equipment Effectiveness (OEE) needs are met.
- Participate in regional machine installations and start-ups for customers using Multivac provided film.
- Act as a tertiary resource for assisting the Materials Sales team during film trials at customer sites
- Create detailed reports and Technical Sales Quotes that identify issues encountered in the field and communicate this information to the appropriate cross-functional teams, including the relevant Materials Sales team, Regional Service Management, and customers.
- Consistently make travel arrangements within company policy guidelines in the most cost effective and time efficient manner possible. Keep service team members and customers informed of arrival times.
Qualifications:
Education/Experience:
Associate's Degree or equivalent technical school diploma in electrical or mechanical engineering or similar discipline and four years of experience servicing Multivac equipment; or an equivalent combination of education and experience.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, procedure manuals, technical documents, schematics, and other technical drawings. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization. Ability to effectively communicate complex technical concepts and details to a broad audience of associates and customers.
Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
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.
Computer Skills:
To perform this job successfully, an individual should be proficient in Microsoft Office, particularly Word and Excel, as well as having working knowledge of database applications, ERP systems, and contact management systems.
Certificates and Licenses:
Current valid driver’s license and the ability to obtain a passport for travel as required by position.
Work Environment:
The work environment characteristics described here are representative of those an associate encounters while performing 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 associate is frequently exposed to work near moving mechanical parts. The associate is occasionally exposed to wet or humid conditions (non-weather); cold (non-weather) and heat (non-weather).
