Aseptic and Regular Filler Mechanical Product Support Expert

Your opportunity

Aseptic and Regular Filler Mechanical Product Support Expert is part of the Product Support Americas organization. The job takes place both in the office and onsite. In both situations the resource must secure the operational follow-up & technical support of all aseptic and regular filler equipment (standalone or in Combi mode) on the mechanical side, throughout the whole life of the machine. He has also to secure that the population of colleagues (FSE, PM, CCM, ASM) in contact with the customer are well supported through email, telephone and onsite support. Finally, he is also in charge to secure the preparation and the distribution of the appropriate documentation concerning the troubleshooting of mechanical issues on aseptic and regular filler equipment.

Your Mission

• Participate to the Contact Center Ticketing System and provide solution and support to our external customers as well as to our Field Service Engineer on aseptic and regular filler equipment.
• Participate to the On Duty activities to support over zones / regions during the week and the weekend as required by the business
• Provide daily telephone & email support for mechanical issues to internal (FSE, PM, CCM, ASM) and external customers on aseptic and regular filler equipment.
• Secure and manage non-conformity and warranty cost on the Ticketing System.
• Support FSE during new aseptic and regular filler project installation and service site execution on mechanical issues.
• Apply Root Cause Analysis methodology on mechanical issues on aseptic and regular filler equipment, driving data collection and preventive/corrective action. Report in concise manner on the issues seen in the field and requests for engineering modification to the Product Group.
• Provide any preliminary solution to internal and external customers
• Secure retrofit application on the aseptic and regular filler installed base concerning mechanical solutions. 
• Contribute to support service activities on spare parts, training, maintenance opportunities, Line Improvement.
• Visit periodically strategic deals & customers to collect customer feedback on performance or eventual technical issues.
• Travel onsite or coordinate intervention of experts in case of technical issues that require a specific RCA, troubleshooting for aseptic or regular filler equipment.

Your Profile

• Bachelor’s or technical degree in engineering or related field.
• 3 years at least of technical assistance and/or field experience.
• Experience in project management.
• Ability to manage and satisfy customer requests.
• Problem Solving attitude.
• Leadership during internal and external meetings (regions, customers)
• Strong organizational and analytical skills. 
• Good communication, negotiation and presentation skills.
• Proficiency in English (Italian, French or Spanish would be assets).
• Proficient in MS Office, MS Project, and ERP/SAP systems.
• Willingness to travel within the Americas region as required (20-25% of the times in average).