Director of Customer Technical Services

Amcor Director Of Customer Technical Services

Accelerate the possible by joining a winning Amcor team that's transforming the packaging industry and improving lives around the world. At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet. More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It's our core value and integral to how we do business. Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win adapting quickly in an everchanging world and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world-class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.

Responsibilities

4.0 Primary Duties:

• 4.1 Provide direction to assure that suitable and effective support is provided by the Customer Technical Service (CTS) group.
• 4.1.1 Facilitate support of all requests for CTS engagement and develop alternatives should immediate support not be available.
• 4.1.2 Review CTS Representative Trip Reports.
• 4.1.3 Assure the team is capable and suitably equipped for performance of functional testing at customer facilities.
• 4.1.4 Control costs and monitor budgets in compliance with Amcor objectives.
• 4.1.5 Monitor operations to assure CTS Representatives are effectively maintaining a trusted relationship with Amcor's customers.
• 4.1.6 Maintain mentoring program to improve existing skill sets of the domestic CTS team and assist in development of international resources as they are identified.

4.2 Work with Suppliers, Customers and Amcoremployees to provide support:

• 4.2.1 Maintain customer satisfaction by encouraging the proper use of product with a focus on quality and safety.
• 4.2.2 Coordinate resources in support of the diagnosis of customer problems and the generation of adequate information to communicate the opportunities on a plant/corporate level.
• 4.2.3 Function in a leadership role during field trials of Amcor packaging to assure suitable communication of the results and next steps.
• 4.2.4 Build and maintain relationships with filling and process equipment OEM's.
• 4.2.5 Support R&D initiatives through commercialization to generate revenue from innovative products.

4.3 Reinforce expectations that within the team, employees are empowered to decline to participate in any potentially unsafe work environment or customer practice. If conditions persist, take additional action up to and including contacting next level Manager and leave customer site.

4.4 Domestic travel required is 75% with occasional international travel a possibility.

Qualifications

5.0 Qualifications / Education Required:

• 5.1 10 - 15 years combined education and related experience
• 5.2 Strong mechanical aptitude and a working knowledge of quality systems
• 5.3 Experience in plastics industry
• 5.4 Strong project management and analytical skills with history of delivering solutions
• 5.5 Confident, motivated and able to work independently with customers, manufacturing plants and corporate groups
• 5.6 Excellent verbal and written communication skills
• 5.7 Proficient in Microsoft Office programs (Word/ Excel/ Power Point)

6.0 Preferred Skills / Experience:

• 6.1 University degree with focus on Engineering, Manufacturing, or Quality
• 6.2 Plastic packaging design background relating to material handling
• 6.3 Prior mechanical experience with customer filling equipment and operations
• 6.4 Prior experience in an automated material handling environment
• 6.5 Fundamental understanding of statistics
• 6.6 Data driven problem solving skills using proven and recognizable techniques
• 6.7 Established understanding of food safety practices
• 6.8 History of extensive travel

7.0 Records:

• 7.1 Completed Training Records
• 7.2 Performance Evaluations

Additional Info

1.0 Purpose: Direct the Customer Technical Service (CTS) Team to provide value added support to Customer and Amcors's personnel related to the utilization of Amcor Products and the advancement of Amcor.

2.0 Responsibilities: Support Amcor Initiatives to assure safe working conditions. Respond to any emergency or potential emergency following established procedures. Report any instance of process or product non-conformity. Security diligence: maintain control of key cards to prevent unauthorized entry to facilities by non-Amcor employees. Maintain confidentiality of Customer and Amcor's information. Successfully complete Primary Duties as outlined in 4.0, associated training, and other responsibilities as assigned by Direct Report. Conduct all job duties in accordance with the company's published policies.

3.0 Authorities: Assess working environment and decline to participate in any potentially unsafe work environment or customer practice. Diplomatically notify site representative of unsafe practices. If conditions persist, take additional action up to and including contacting Manager and leave customer site. Initiate action to prevent occurrences of any non-conformity of product or quality systems. Suggest actions for continual improvement to products, processes, or systems and verify the implementation of solutions.

Amcor is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you would like more information about your EEO rights as an applicant under the law, please click on the " Know Your Rights: Workplace Discrimination is Illegal" Poster.