Technical Service Representative

POSITION TITLE: Technical Service Representative

Location: Montgomery, AL

Summary

The Diageo Technical Service Representative will mainly be assigned to manage and continually improve the supply chain between Pratt Industries manufacturing sites and Diageo MG – located in Montgomery, AL, but may also be tasked to support other Diageo supply chains as needed. Communication, relationship creation and maintenance, focus on making data driven decisions, a standardized process mindset, use of standardization tools, use of statistical tools (inferential, predictive, and descriptive), calculation and documentation of Key Performance Indicators (KPIs), and follow through on deliverables are key to success in this role.  

DUTIES AND RESPONSIBILITIES

• Single Point of Contact (SPOC) between Pratt Industries and Diageo sites within assigned supply chain.
• On-site support of the Pratt Industries to Diageo Montgomery with focus on the following:
• Safety (Diageo TSR, Other Pratt Employees, and the Customer Safety)
• Presentation (Incoming Material Quality and Appearance)
• Operations (Material Quality and Customer Machine Interface)
• Improvement (Overall Supply Chain, Associated Processes, Pratt Industries Profitability, and Customer Cost Savings)
• Lagniappe (Something extra for the customer. Ways that Pratt Industries provides products and services that are superior to the rest of the industry)
• Determines, understands, and documents customer issues, constraints, and opportunities for supply chain improvement.
• Effectively communicates documented customer issues, constraints, and opportunities for supply chain improvement to Pratt Industries supply facility.
• Takes the lead (in a data driven manner) in driving to root cause(s), data-based solution creation, and drives change process(es) to address issues and solidify long lasting solutions.
• Leads Weekly Direction Setting activities for Pratt Industries team and follows through to assure that deliverables and aligned to deliverable dates are met.
• Calculates and publish KPIs (i.e., DPPM, OTIF%, DR%) on a weekly and monthly basis.
• Identifies areas to maximize resource return on investment (ROI) for customer and Pratt Industries.
• Works closely with Pratt site Customer Service representative (CSR) and Strategic Accounts Project Manager to deliver new items and other projects in a timely manner.
• Supports Pratt Industries Site Quality Assurance (QA) Manager and / or other Pratt Industries colleagues in complaint on material (COM) research, identification of root cause(s), and developing / delivering a holistic and long-lasting resolution(s).
• Works closely with the production teams at both the Pratt Industries supplying Site and Diageo site.
• Leads Pratt Industries / Diageo process improvement projects, with Strategic Accounts.

 LANGUAGE SKILLS

• Excellent communication skills (both verbal and written).
• Excellent presentation skills (both in person and via electronic format).
• Ability to speak effectively before groups of customer’s leadership and employees, and/or Pratt Industries Leadership and employees.
• Ability to effectively communicate with all levels of Pratt Industries and Diageo organizations.
• Able to read and interpret documents such as sales reports, safety rules, operating and maintenance instructions, training, procedure manuals, customer specifications, print cards, CAD designs, etc.
• Ability to write and publish routine reports and correspondence.

 REASONING ABILITY

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or graphic form.
• Ability to solve a variety of problems and deal with situations where limited information or standardization exists.
• Creation and implementation of standardization.
• Familiarity with and ability to employ data collection and statistical tools, or willingness to learn and then apply learnings.
• Familiarity with KPI calculation and meaning of calculated results, or willingness to learn then apply learnings.
• Ability to create and employ visual and written decision-making tools, or willingness to learn then apply learnings.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, divide in all units of measure.
• Ability to compute rates, ratios, and percentages and calculate figures and amounts such as discounts, costs, proportions, and volumes.
• Ability to use Microsoft Excel or other tools to calculate statics, or willingness to learn and then apply learnings.
• Ability to understand and use inferential, predictive, and descriptive statistics to drive return on investment (ROI) of resource expenditure, or willingness to learn and then apply learnings.

TECHNICAL SKILLS

The individual must have a working knowledge of the following:

• Application knowledge and skill for computer data entry
• Quality standards – both ISO and QS
• Equipment used in an office operation and it’s capabilities that can be translated into efficient operation and reporting.
• Equipment used in the manufacture of Diageo shippers and dividers.
• Equipment used by Diageo to assemble shippers and dividers.
• Regulatory requirements including but not limited to wage and hour requirements, environmental and waste minimization, company policies, and personnel requirements including OSHA, DEQ and EEO.
• Must be able to use/read a tape measure

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job.

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee is sometimes required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.

• While performing the duties of this job, the employee is regularly exposed to moving equipment in the work area.
• The employee is sometimes exposed to wet and/or humid conditions, along with hot and cold temperatures depending upon the season.
• The noise level in the work environment is usually loud.

EDUCATION and/or EXPERIENCE

• Technical Sales Experience – 5 years
• Quality or Production Experience – 5 years
• College degree preferred
• High School Diploma Required

Prefer background to include:

• Production experience
• Knowledge of quality standards
• Basic design knowledge
• Interaction with customer
• 3-5 year track record of success within the corrugated packaging industry
• Track record of treating others with kindness and respect – emotional IQ.

Computer Skills:

• Excel spreadsheet
• Power Point presentations
• Data collection & reporting
• Strong communication & documentation skills
• Ability to multi-task
• Manage projects and lead project-based activity

Qualifications:

Pratt Industries Conyers Team is looking for high-energy, dedicated, data driven, technically minded, and team-oriented individual to manage the day-to-day operations and drive continual improvement opportunities with the world’s largest spirits company (Diageo). In the Role of Technical Service Representative, you will partner with Pratt Industries manufacturing teams and Diageo Manufacturing and Technical Resources to provide excellent service and continually streamline and improve supply chains.