Role description:
The Technical Service Engineer is responsible for ensuring customer satisfaction is being achieved through providing technical support at customer locations and Ardagh Glass Packaging – North America (AGP-NA) manufacturing plants.
Responsibilities:
Customer-related responsibilities:
Liaise between AGP-NA and its customers to facilitate customer concern resolution and ensure needed support is provided
Investigate and address quality-related concerns effectively and efficiently toward customer satisfaction
Analyse, recommend, implement, and communicate solutions to the customer and AGP-NA manufacturing plants
Report and document positive and negative findings through Field Service Reports (FSR)
Own complaint follow-up with AGP-NA plants and customers to eliminate repeat incidents
Visit customer locations to evaluate glass and filling line performance
Manage reselect or audit projects, First Time Right (FTR) and line qualifications, warehouse inspections, and line surveys
Attend customer Quality Business Reviews (QBRs) and other routine customer meetings
Establish, review, and negotiate Quality Agreements with AGP-NA Quality leadership and customers
Comply with environmental and food safety standards as set forth in plant policies and programs within the departmental responsibilities
Plant support responsibilities:
Ensure major quality issues are addressed appropriately and effectively toward customer satisfaction
Act as Voice of Customer and support plant teams while determining root cause and corrective actions
Support plant teams with New Product Development (NPD) items through FTR methodology to ensure customer and AGP-NA specifications are met
Follow FTR items through the customer filling process to evaluate and measure performance
Assist segment teams with internal and customer-scheduled quality audits
Supervise reselect and repack projects as needed
Support customer plant visits and meetings
Minimum skills / qualifications:
High school diploma or equivalent
Ability to analyze glass-related or non-glass-related defects or concerns
Must have strong communication and organization skills
Must be skilled with Microsoft Office Suite
Be able to travel 75-85%
Preferred skills / qualifications:
Bachelor’s degree in Mechanical Engineering or a related technical discipline
Previous customer-facing responsibilities
Benefits Offered:
Medical, prescription, dental and vision plans Health Savings Account (HSA) and Flexible Spending Accounts (FSA) Life insurance 401(k) retirement plan with company match and an employer retirement contribution Paid holidays, floating days and vacation Short- and Long-Term Disability (STD/LTD) Employee Assistance Program (EAP) Tuition reimbursement program Professional and personal development opportunities through Employee Resource Groups Benefits available from day 1 of employment Flexible and hybrid working hours
Please note the compensation and benefits information above is accurate as of the date of this posting. Ardagh reserves the right to modify this information at any time in accordance with applicable law.
About Ardagh Group
Ardagh Glass Packaging is a global leader in glass packaging solutions, producing packaging for the world’s leading brands. We trace our roots all the way back to the Irish Glass Bottle Company, founded in 1932. Since then, we have grown rapidly to a team of more than 20,000 people with revenues of over $9 billion.
Today, we have a presence across Europe, Africa, and North America.
Ardagh is passionate about sustainability and has a reputation for innovation. We push the boundaries of what’s possible, pioneering new production methods, new design techniques and new ways to recycle and save energy. Our aim is to reduce any negative environmental impact while remaining economically sustainable and socially responsible. We believe that the success of our business depends on the success of our people. We strive to create working environments where our employees feel valued, can work to their full potential, and where their achievements are celebrated. Here at Ardagh, we offer exciting and rewarding opportunities for talented and creative people. If you have ambition and want to make an impact with your career, come and join our team, you’ll enjoy the journey!
Ardagh Group is an Equal Employment Opportunity (EEO) Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other basis prohibited by federal, state, and local law.
Ardagh Group complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. Contact Clare McHugh (clare.mchugh@ardaghgroup.com) if a reasonable accommodation is needed.