Job Description

KEY RESPONSIBILITIES

You will:

Support Sales teams during customer visits by representing and enforcing the WCEA Total System Approach and delivering technical expertise on closure systems.
Independently consult with customers and the sales force to recommend optimized closure systems, capping solutions, and processing conditions aligned with AWCEA standards.
Manage the Customer Service function, including directing and supervising Service Engineers to ensure high-quality service delivery and customer satisfaction.
Lead and support customer complaint handling, including technical investigation, root cause analysis, and implementation of corrective and preventive actions.
Initiate and prepare leasing and sales quotations and contracts for sealing equipment, peripherals, and spare parts.
Conduct training programs for customer line personnel and internal employees on closure systems, capping operations, and food processing, emphasizing the Total System Approach.
Perform product application services, including examination of product samples, coordination with external laboratories, and preparation of conclusive technical reports.
Define and maintain closure profiles , capping parameters, and processing condition documentation in line with company standards.
Conduct process evaluations and optimization activities, including pressure and temperature measurements, line analysis, and efficiency improvements at customer facilities.
Drive continuous improvement initiatives to address system weaknesses in collaboration with internal departments and maintain technical knowledge databases.
Initiate and support trial orders and product development activities to improve product performance and processing conditions.
Manage and support customer-driven projects related to closure systems and product optimization.
Handle internal and external claims involving technical aspects, including site visits, investigation, reporting, and coordination with relevant departments.
Install, commission, and maintain capping machines, including performing trial runs and ensuring operational readiness at customer sites.
Provide preventive maintenance, troubleshooting, and technical support on capping machines and related equipment.
Train customers on proper machine operation, maintenance, and best practices to ensure optimal performance and minimize downtime.
Recommend solutions and improvements for customer production lines, including layout optimization for efficiency and ease of maintenance.
Conduct machine overhauls, reconditioning, and upgrades for existing equipment.
Maintain and update pricing for machines, auxiliary equipment, and spare parts, as well as customer equipment databases.
Build and maintain relationships with packaging material and machinery suppliers to support innovation and technical advancement.
Report key market insights, product developments, and process innovations to management.
Deliver internal and external technical training sessions and presentations on capping applications, food processing, and packaging performance.

SKILLS AND QUALIFICATIONS

Bachelor's degree in Mechanical Engineering
Minimum of 3 years experience as a fitter, mechanic, or in a similar technical/service role.
Demonstrated experience in field service, equipment maintenance, and customer-facing technical support.
Strong technical knowledge of mechanical systems, packaging, or food processing operations is preferred.
Packaging or bottling industry experience preferred but not required, with any manufacturing experience acceptable.
Proven ability to troubleshoot equipment issues and recommend practical, effective solutions.
Experience in managing service teams or coordinating technical personnel is an advantage.
Strong customer service orientation with the ability to communicate professionally and build relationships with internal and external stakeholders.
Detail-oriented with a strong commitment to quality and right-first-time execution.
Ability to anticipate customer needs and deliver high-quality service outcomes.
Excellent problem-solving, analytical, and report-writing skills.
Willingness to travel frequently for customer visits, installations, and service activities.