Equipment Solutions Center Analyst - Americas

The primary mission of the Solutions Center team is to enhance growth of the Food Automation & Equipment business strategies in the Americas by supporting Business Services and Sales Operations through deriving solutions and solving problems that deliver value for internal and external customers. The Solutions Center team is a group of highly motivated enthusiastic individuals with a wide variety of skillsets.

Do you enjoy solving complex technical challenges in a team environment? Can you cast a forward-looking strategic vision, and work across business functions to drive that vision? Can you identify the specific strengths of a team, and contribute to directing those strengths effectively? The scope of responsibility in the Solutions Center organization is broad. As a member of this team, you will work closely across departmental boundaries with Customer Service, Field Service, Research & Development Engineering (R&D), Sales, Sector Marketing, Quality, and Manufacturing, to provide equipment technical support, develop and optimize business tools for our service organizations, foster process improvements, and function as a hub for the flow of information between those internal organizations, as well as external customers. In this role, through collaboration with multiple organizations, you will have the opportunity to expand your technical capabilities and manufacturing knowledge, strengthen your business acumen, and enhance your professional skillset as an individual contributor and as a cross-functional team member. This expansive scope of responsibilities will require strong leadership and people management skills to drive these cross functional teams.

This role will be part of the team responsible for day-to-day monitoring and resolving equipment technical support issues. This role will monitor and maintain an Incident Management System for tracking problems, issues, and their respective resolutions. As well, this role will ensure alignment and support with customer food equipment technical inquiries, remote connectivity, and future business services offerings. It is critical in the role to maintain a broad perspective and in-depth understanding of services in the market, especially services from our partners and competition.

Sealed Air Corporation is undergoing transformational change, and we need dynamic leaders in our Solutions Center organization to drive that change. The value brought by the qualified individual will be crucial to Sealed Air's success in some of our most critical revenue growth initiatives.

* Analyze and troubleshoot customer equipment issues according to engineering and scientific principles
* Review system documentation including CAD drawings and equipment manuals to confirm accuracy
* Provide support to Customer Service, Technical Service, and Sales and Marketing to resolve customer issues and correctly identify component sales opportunities
* Provide customer support focusing on operation, maintenance training, and field troubleshooting with root-cause analysis and closed-loop corrective actions
* Execute detailed customer support project plans which ensure deliverables are met and communicate project health to internal and external stakeholders
* Support portfolio of existing equipment solutions through communication and documentation of part obsolescence and technology upgrades through managing Technical Service Bulletins
* Support Supply Chain Procurement, Inventory, Manufacturing, and Quality organizations with equipment issue resolution and corrective actions
* Increase technical skillset and ensure success of the Customer Service team through developing tools and training
* Lead and teach the team in professional skillsets and business acumen with a focus on creating influential collaboration that speeds up the implementation and growth of Sealed Air's solutions
* Lead multiple initiatives to provide technical solutions to customers, suppliers, field service representatives, and the broader Sales and Marketing organization
* Partner with the Applications teams and the Field Service organization to understand customer technical support requirements
* Solutions Center Liaison serving as a strategic partner hub to the R&D Engineering, Quality, Customer Service, and Supply Chain organizations to implement solutions regionally and globally
* Travel requirement up to 20% possible. Overnight and international
* Effectively use system tools to fulfill customer inquiries including but not limited to:
o SAP
o ServiceMax
o Equipment Manuals (US, EMEA, Vendor supplied)
o External Original Equipment Manufacturer BOM's
o Team specific tools and resources (Rotary Valves, Engineering SN configurations, Project lists, Equipment Layout files)
o Safety Data Sheets / Material Safety Data Sheets online
o Mediafly
o Technical Service Bulletins
o TEC & ECO's (OEM Equipment)
o E-drawings

* Bachelor's degree preferred or Associate's degree plus 10 years' experience in Engineering, Information Technology, or Packaging Sciences
* Business related or technical master's degree is a plus
* Black Belt Lean Six Sigma is a plus
* Expertise in services related to improving production and process efficiency
* Expertise in delivering and demonstrating value to external and internal customers
* Experience to meet technical challenges with creative and innovative solutions
* Proficient in Microsoft Office 365 applications, especially Word, Excel, and PowerPoint

* Self-starter with the discipline and independence to work remotely while not requiring micro-management
* Work independently and/or partner with other colleagues within multiple organizations, ability to lead change, thrive in a collaborative environment with all stakeholders
* Fluent in the English language, both spoken and written
* Fluent in Spanish and/or Portuguese is a bonus
* Excellent interpersonal and communication skills (written and spoken)
* Strong presentation skills and ability to convey complex technical information to a broad non-technical audience
* Solid business acumen
* Exceptional organizational, time management, planning, and execution skills
* Excellent ability to multi-task while being flexible with changing demands and priorities
* Expertise in information technology and information systems