Overview

The Technical Service Manager is a critical role responsible for providing expert technical support to sales efforts and the customer base. This position involves proactive troubleshooting, technical training, and efficient claims handling for our paperboard products, which are gaining significant traction in the U.S. market. The ideal candidate will be a highly independent, self-motivated individual with a strong background in printing and converting processes, eager to apply their skills in a consultative and problem-solving capacity. This role offers significant autonomy, opportunities for travel, and direct impact on customer profitability and satisfaction.

Key Responsibilities

• Technical Troubleshooting & Assistance (45%): Provide hands-on and remote support to customers (printers, converters, brand owners) to overcome challenges and optimize the use of our paperboard products in their manufacturing processes (printing, cutting, folding, gluing). This includes trialing new products and offering “tips and tricks” to maximize performance.
• Claims Handling (45%): Investigate, document, and coordinate resolutions for material-related claims, including assessing situations, collecting samples, communicating with mills, and arranging removal of defective products.
• Training & Presentations (10%): Develop and deliver technical training sessions and presentations to customers and sales teams on product nuances, optimal settings, and best practices for printing, cutting, and converting the paperboard. This may include higher-level presentations to brand owners.
• Independent Management: Effectively manage a remote work schedule, coordinate travel with sales teams, and prioritize tasks during fluctuating periods of activity.
• Continuous Improvement: Actively seek answers to technical questions, utilize downtime for preparation, and adapt to new technologies, including AI, for efficiency and research.

Qualifications

• Experience: Proven hands-on experience in a box-making manufacturing operation, with a strong background in printing (offset, gravure preferred) and converting processes. Experience with cutting, scoring, and embossing is highly valued.
• Technical Acumen: In-depth understanding of the technical aspects of paperboard, printing, and packaging manufacturing.
• Self-Starter: Demonstrated ability to work independently, manage time effectively, and take initiative to find solutions without constant hand-holding.
• Communication: Excellent verbal and written communication skills to convey complex technical concepts to diverse audiences.
• Computer Savvy: Proficiency with standard office software and ability to quickly adapt to new digital tools for administrative tasks (e.g., expense reporting apps). Openness to leveraging AI for efficiency.
• Travel: Willingness and ability to travel 50-80% of the time, often 1-2 times per week, with residence ideally near a major airport hub.

Contact Mark Barnard at (603) 323-0940 or mark@snapdragonassociates.com