Technical Sales Service Representative

Location: Montgomery, AL

About the role

The Diageo Technical Service Representative will mainly manage and continually improve the supply chain between Pratt Industries manufacturing sites and Diageo MG in Montgomery, AL, but may also support other Diageo supply chains as needed. Success in this role requires strong communication, relationship-building, data-driven decision-making, process standardization, statistical tool usage, KPI calculation and documentation, and follow-through on deliverables.

Responsibilities

• Serve as the Single Point of Contact (SPOC) between Pratt Industries and Diageo sites within the assigned supply chain.
• Provide on-site support focusing on:
  • Safety (Diageo TSR, Pratt Employees, and 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 (Providing superior products and services to the customer)
• Identify, understand, and document customer issues, constraints, and opportunities for supply chain improvement.
• Communicate documented issues and opportunities to Pratt Industries supply facilities.
• Lead data-driven root cause analysis, solution creation, and change processes to address issues and implement long-lasting solutions.
• Lead Weekly Direction Setting activities for the Pratt Industries team and ensure deliverables align with deadlines.
• Calculate and publish KPIs (e.g., DPPM, OTIF%, DR%) weekly and monthly.
• Identify areas to maximize resource return on investment (ROI) for both the customer and Pratt Industries.
• Collaborate with Pratt site Customer Service Representative (CSR) and Strategic Accounts Project Manager to deliver new items and projects on time.
• Support Pratt Industries Site Quality Assurance (QA) Manager in complaint on material (COM) research, root cause identification, and resolution development.
• Work closely with production teams at both Pratt Industries and Diageo sites.
• Lead process improvement projects with Strategic Accounts.

Requirements

• Excellent verbal and written communication skills.
• Strong presentation skills (in-person and electronic formats).
• Ability to speak effectively before groups of customer leadership, employees, and Pratt Industries leadership.
• Ability to read and interpret documents such as sales reports, safety rules, operating instructions, training manuals, customer specifications, print cards, and CAD designs.
• Ability to write and publish routine reports and correspondence.
• Apply common sense to carry out instructions in written, oral, or graphic form.
• Solve problems with limited information or standardization.
• Create and implement standardization processes.
• Familiarity with data collection and statistical tools (or willingness to learn).
• Familiarity with KPI calculation and interpretation (or willingness to learn).
• Ability to create and use visual and written decision-making tools (or willingness to learn).
• Basic mathematical skills (addition, subtraction, multiplication, division).
• Ability to compute rates, ratios, percentages, discounts, costs, proportions, and volumes.
• Proficiency in Microsoft Excel or similar tools for statistical calculations (or willingness to learn).
• Understanding of inferential, predictive, and descriptive statistics to drive ROI (or willingness to learn).
• Working knowledge of:
  • Computer data entry applications
  • Quality standards (ISO and QS)
  • Office equipment and its efficient operation
  • Equipment used in manufacturing Diageo shippers and dividers
  • Equipment used by Diageo for assembling shippers and dividers
  • Regulatory requirements (e.g., wage and hour, environmental, OSHA, DEQ, EEO)
• Ability to use/read a tape measure.

Qualifications

• 5 years of Technical Sales Experience
• 5 years of Quality or Production Experience
• College degree preferred; High School Diploma required
• Preferred background includes:
  • Production experience
  • Knowledge of quality standards
  • Basic design knowledge
  • Customer interaction experience
  • 3-5 year track record of success in the corrugated packaging industry
  • Demonstrated emotional intelligence and respect for others
• Computer Skills:
  • Excel spreadsheets
  • PowerPoint presentations
  • Data collection and reporting
  • Strong communication and documentation
  • Multi-tasking and project management
  • Leadership of project-based activities

Physical Demands

• Regularly required to stand, walk, talk, or hear.
• Frequently required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, or crouch.
• Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• Regular exposure to moving equipment in the work area.
• Occasional exposure to wet/humid conditions, hot and cold temperatures depending on the season.
• Noise level in the work environment is usually loud.