National Field Service Specialist

A global supply chain leader and specialty packaging pioneer, CCL is the largest label company in the world and provides innovative premium packaging solutions to the Home & Personal Care, Premium Food & Beverage, Healthcare & Specialty, Automotive & Durables and Consumer markets worldwide. CCL Label is the world’s largest converter of pressure sensitive and extruded film materials for decorative, functional and information labels. 

Our product line includes:                                   

• Pressure Sensitive Labels
• Shrink Sleeves
• Sustainability Labels
• Special Effects Labels

We make packaging solutions for:

• Premium Food and Beverage
• Home Care & Laundry
• Beauty & Personal Care

We are currently hiring for a National Field Service Specialist that will fill an integral role on our Sales Team.

This position provides direct support to North American customers by working closely with the CCL Sales team to identify customers’ needs and product requirements, qualify new business, trouble-shoot application and internal quality issues, provide on-site support, training and guidance to customers regarding materials, machinery, label application and shrink processes.   This role is responsible to proactively create and maintain relationships with key internal and external stakeholders, in collaboration with Sales, to ensure a high level of customer satisfaction.

• →Be the customer’s technical advisor and primary contact for label material and application-related questions, new label developments and defect troubleshooting on site.
• →Provide on-site support to customers via in-person visits and video calls as needed, ensuring timely resolution of technical issues related to CCL label products.  
• →When not traveling, actively support CCL Quality team with root cause analysis and corrective actions related to customer quality rejections.
• →Collaborate with the Sales team to support customer presentations, training and trial support, reinforcing the benefits and service CCL Label provides.   
• →Provide timely reporting and feedback to CCL stakeholders following on-site trials and visits, documenting results via trip reports and Salesforce entries.
• →Creates and delivers both internal and external technical label training as needed.
• →Monitors industry trends and competitive activity, attends trade events, label equipment vendor visits and represents CCL label products and services within the industry.
• →Prepare professional customer visit reports and upload them into SalesForce.
• →Liaise with the internal technical team (tech services) for technical solutions, proposals, etc.

• Strong technical knowledge of packaging and label materials, different print processes, label application equipment and upstream / downstream processes.  
• Excellent critical thinking, organization and trouble-shooting mindset.  Ability to explain technical concepts to non-technical individuals.
• Ability to lead on-site customer trials, work independently and manage deliverables and deadlines.
• Customer-focused mindset and a commitment to delivering exceptional service and building strong customer relationships.
• Effective communication internally and externally to ensure alignment and awareness of support activities and outcomes.
• Proficient in Microsoft Office Applications and other systems as required.
• Ability to travel overnight >50% of time to provide in-person support to customer sites.
• Other duties as assigned.

• Extensive knowledge of packaging materials, labels and application equipment.
• Technical degree in a related discipline or 5+ years hands-on industry experience required.

• Ability to travel via car and air for multiple days per week.
• Regularly communicate verbally and through written communication.
• Frequently required to walk and stand for extended periods of time.