Issue Resolution Representative

Tetra Pak; Santiago de Querétaro; Presencial; MXN 400,000 - 600,000; Jornada completa

Descripción de la vacante

A global food packaging company is seeking an Issue Resolution Representative in Querétaro. The role involves managing technical issues for clients and ensuring compliance with KPIs. The ideal candidate has a Bachelor’s degree in engineering, 4-5 years of experience, and is fluent in English and Spanish. The company values diversity and offers competitive compensation and benefits.

Servicios

Market competitive compensation

Flexible working arrangements

Training and development opportunities

Formación

• 4-5 years of experience in a relevant field.
• Experience leading and managing customer clients.
• Mandatory knowledge and usage of root cause tools.

Responsabilidades

• Receive and respond to all technical issues (TIs).
• Ensure compliance with KPIs related to Issue Resolution (IR).
• Carry out technical investigations to understand problems.

Conocimientos

Proficient in English and Spanish

Customer satisfaction orientation

Quality management knowledge

Root cause analysis tools

Educación

Bachelor’s degree in industrial or similar engineering

Herramientas

SAP

Power BI

Descripción del empleo

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good – protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.

And we need people like you to make it happen.

We empower you to reach your potential with opportunities to make an impact to be proud of – for food, people and the planet.

We are looking for an Issue Resolution Representative who will lead the systematic reporting of all technical issues (TIs) for our clients and ensures they are routed to the responsible organization. The position is based in Querétaro, México and reports to Quality Manager. Tetra Pak is not sponsoring work visas or relocation for this position.

What you will do

As Issue Resolution Representative, you will:

• Receive and respond to all TIs in the QTIs system (Quality Technical Issues System)
• Ensure compliance with established KPIs related to Issue Resolution (IR) and TIs.
• Carry out the technical investigation necessary to understand the problem and its root cause using personal knowledge and involving appropriate competence where necessary.
• Prepare statistics of the TIs received by the organization and share them in the established forums.
• Coordinate arrival and rework of material to the plant.
• Supports the organization in the use of analysis tools for reported Tis.
• Carry out improvement projects focused on reducing the occurrence and recurrence of technical problems Tis.
• Know basic concepts of our Quality Management System and participate in audits internal and externals related to the complaints process (Lead Traceability and Product Withdrawal Exercises) and Tis reports.

We believe you have

• Bachelor’s degree in industrial or similar engineering.
• 4-5 years of experience
• Proficient in English and Spanish Language.
• Specific experience leading and manage customer client.
• Mandatory knowledge and usage of root cause tools,
• Oriented profile: Customer satisfaction, quality and excellence.
• Nice to have knowledge in SAP and Power BI

We Offer You

• A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
• A culture that pioneers a spirit of innovation where our industry experts drive visible results
• An equal opportunity employment experience that values diversity and inclusion
• Market competitive compensation and benefits with flexible working arrangements

If you are inspired to be part of our promise to protect what’s good; for food, people, and the planet, apply through our careers page.

Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide.