The Technical Field Support Representative serves as the primary technical liaison between PaperTech, customers, and the sales team to support the successful implementation of PaperTech packaging solutions. This role provides hands-on technical support, leads customer trials, troubleshoots production issues, and collaborates with Sales, Engineering, Quality, R&D, and Manufacturing to improve customer outcomes and support new business opportunities. Frequent travel throughout the United States and Canada is required.
Key Skills for This Role
Microsoft Office
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About PaperTech
PaperTech is a leading manufacturer of pressed paperboard packaging, providing customized dual-ovenable food trays and other high-quality products to customers in food distribution throughout North America. Our products are made of 90% or greater renewable sustainable materials. PaperTech is committed to environmental stewardship and is well-positioned to benefit from the accelerating shift away from single-use plastics. With accelerating organic growth opportunities, this is an exciting time in the company's history. We would love to have you as part of our team.
About the Role
The Technical Field Support Representative serves as the primary technical liaison between PaperTech, customers, and the sales team to support the successful implementation of PaperTech packaging solutions. This role provides hands-on technical support, leads customer trials, troubleshoots production issues, and collaborates with Sales, Engineering, Quality, R&D, and Manufacturing to improve customer outcomes and support new business opportunities. Frequent travel throughout the United States and Canada is required.
Responsibilities
Serve as the technical bridge between PaperTech leadership, sales reps, engineering, and prospective customers to accelerate the selling cycle by: Assisting PaperTech leadership with opportunity prioritization, including expected conversion timelines and customer investment requirements Identifying technical trouble points between our tray and a customer's installed equipment (e.g., denesters, tray carriers, conveyors, food loading stations, film sealers, end-of-line packing/handling process) Helping customers understand how trouble points can be overcome via equipment modification, process change, or tray design attributes Assisting customers with equipment vendor solutions when appropriate Assisting customers with line trials and production start-up Assisting PaperTech Engineering with tray design considerations based on the customer's tray filling equipment and process
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Assisting PaperTech leadership with opportunity prioritization, including expected conversion timelines and customer investment requirements
Identifying technical trouble points between our tray and a customer's installed equipment (e.g., denesters, tray carriers, conveyors, food loading stations, film sealers, end-of-line packing/handling process)
Helping customers understand how trouble points can be overcome via equipment modification, process change, or tray design attributes
Assisting customers with equipment vendor solutions when appropriate
Assisting customers with line trials and production start-up
Assisting PaperTech Engineering with tray design considerations based on the customer's tray filling equipment and process
Deploy to customer facilities to troubleshoot problems when customers experience challenges filling our trays (sealing defects, film feed/registration, tray fit) and implement corrective actions with customers and internal teams
Set up, run, and supervise tray trials at customer sites; produce thorough trial reports, technical assessments, ROI/cost comparisons, and actionable recommendations for customers and sales management
Train PaperTech sales reps on tray technical features, sealing and handling best practices, and how to address common customer issues
Collaborate with R&D, manufacturing, quality, and supply chain to communicate customer requirements, escalate technical issues, and support new product introductions
Maintain accurate CRM records of technical interactions, trial outcomes, and next steps
Travel regularly to customer sites and trade shows
Performs other related duties as assigned.
Requirements
3–5 years in a customer-facing technical field role supporting food packaging or processing equipment, ideally with direct experience on tray filling and sealing lines
Deep hands-on knowledge of the equipment used to denest, carry/convey and film-seal food trays across various food segments including fresh and frozen meals, protein, produce, baked goods, and ready-to-eat
Experience with substrate transitions in food tray packaging, ideally having supported migration efforts from plastic trays to fiber or paperboard; familiarity with how paper trays behave differently on production lines (moisture sensitivity at the seal zone, tray curl management, denester guide settings)
Hands-on mechanical aptitude; comfortable making field-level equipment adjustments, including sealer jaw changes and tooling modifications, to resolve tray compatibility issues on-site without waiting for OEM support
Practical experience running trials, commissioning equipment, and troubleshooting sealing/packaging problems on production lines
Strong understanding of food safety, hygiene requirements, and packaging regulations for food products
Customer-focused; able to translate complex technical detail into clear, accessible language for non-technical audiences
Excellent verbal and written communication skills; able to write concise trial reports and technical recommendations
Able to travel frequently through the US and Canada (could be weekly), at least 50% of the time and work flexible hours for customer trials
Resides near an airport with several nonstop routes or good connections to primary air hubs
Valid driver's license with an acceptable driving record.
Valid passport or ability to obtain one for travel within the United States and Canada.
Ability to meet customer-specific safety, food safety, and PPE requirements.
Ability to pass customer-required background checks or safety training when necessary.
Proficient with Microsoft Office Suite or related software.
Education and Experience
Bachelor's degree in Mechanical Engineering, Packaging Engineering, Industrial Engineering, Food Science, Manufacturing Engineering, or a related technical field preferred.
Equivalent combination of education, technical training, and directly relevant industry experience will be considered in lieu of a degree.
Physical Requirements
Ability to stand, walk, bend, kneel, and climb as needed in manufacturing and customer production environments.
Ability to lift and carry up to 50 pounds occasionally.
Ability to use hands and tools to inspect, adjust, and troubleshoot equipment.
Ability to travel frequently by automobile and commercial aircraft (approximately 50% or more).
Ability to work safely around manufacturing equipment and in food production environments while wearing required PPE.
Ability to work flexible hours to support customer trials, production start-ups, and business needs.
Compensation & Benefits
Competitive, market-based salary commensurate with experience.
Annual performance bonus opportunity.
Comprehensive benefits package, including medical, dental, vision, 401(k), paid time off, and company-paid business travel expenses.
Paper Tech is an Equal Opportunity Employer. Each applicant for employment is considered solely based on job qualifications, without regard to race, color, religion, sex, age, disability, national origin, veteran status, or any other classification protected by law.
The information in your resume and application, including employment history, educational history, and references, are subject to verification.
Pre-employment background check, and drug screen is required.
Only qualified candidates will be contacted.
Job Type: Full-time
About PaperTech
Wood, Paper & Packaging ManufacturingFounded 1975
Sonoco Asia manufactures rigid paper containers, tubes, cores, and metal packaging for consumer and industrial markets.
