RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The Thurmont Plant was opened in 1950. We are one of the biggest employers in the area with opportunities in various printing jobs and various working shifts. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The Technical Service Specialist provides on-site and remote support for both RRD production operations and clients within the Packaging Platform. This role ensures optimal performance of production equipment, assists in troubleshooting production issues at both the client and RRD locations, and supports clients in achieving high-quality output and efficiency.

Responsibilities:

• Collaborate with R&D and sales teams to support new product introductions and resolve client concerns
• Travel to client (or potential client) locations to investigate performance issues, isolate defective material, provide recommended corrective resolution and complete required documentation regarding the issue
• Advise clients and key stakeholders on improved methods (equipment set up and support, troubleshooting equipment trials, etc...)
• Conduct product trials and product testing to evaluate materials and ensure compatibility with production specifications for both RRD and the client
• Coordinate travel to existing and potential accounts to conduct machine audits and collect performance information prior to the shipments of trial rolls. Ensure the distribution of the collected information to the appropriate Technical Department personnel
• Troubleshoot existing problems involving designs, materials, and processes and provide creative cost-effective solutions
• Maintain detailed records of service calls, technical reports, and customer communications
• Collaborate with client Technical Project Managers on analyzing vendor designs for manufacturing proposals and proactively mitigating potential manufacturing risk from design submissions
• Interacts with customers, suppliers, vendors, and division personnel regarding quality and production issues
• Assists in the development of procedures and techniques for reducing process variation
• Assists manufacturing personnel in establishing standards of quality to be used and certifying that established company and industry standards have been met
• Identify cost-saving opportunities related to materials, design, labor, and efficiency

• 4 Year / Bachelors Degree in Mechanical Engineering, Industrial Engineering, or Related field.
• 5+ years hands-on experience in a technical support role within the folding carton or packaging industry
• Mechanical skills/experience setting up equipment, running troubleshooting trials
• Advanced training or experience in cGMPs, and ISO
• Ability to understand and interpret federal regulations and company operating procedures as they apply to printing regulated product and quality issue
• Experience operating packaging equipment is preferred
• Must be able to prioritize and multi-task with minimal supervision
• Knowledge of PC systems and Microsoft Office Suite (Word, Excel) required
• Excellent written and verbal communication skills

RRD's current salary range for this role is $77,900 to $124,600 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans