Customer Technical Service Representative

Constellium-posted 3 months ago
$90,000 - $130,000/Yr
Muscle Shoals, AL
Primary Metal Manufacturing
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The Customer Quality Representative excels in troubleshooting to distinguish between mill-related and customer process-related product issues, offering strategic solutions for optimal outcomes at Constellium. Engages with customers, adeptly delivering crucial information and diplomatically pushing back when necessary, fostering solid partnerships with designated customer plant leadership. Facilitates seamless communication and collaboration with the mill on intricate matters to pinpoint the root causes of customer concerns and grievances.

  • Traveling to customer sites (up to 80% travel), working through approved agenda to resolve issues and proactively prevent reoccurring issues
  • Technical troubleshooting of customer processes to determine if metal failure is due to mill issue or customer process
  • Communication of plant Lab Reports/8Ds/CARs - Tailored, technical message for each plant to provide effective information in dispositions/explanations
  • Submission of coil samples to plant Metallographic Analyst; delivering detailed information for lab testing to determine disposition
  • Dispositioning of HFI coils
  • Thorough evaluation of customer plant claims - documentation, evaluation, data input
  • Communicate daily updates to the mill regarding customer feedback and/or issues
  • Customer trip reports, summarizing key learnings from the visits and transmitting technical information to internal and external customers
  • Report on Monthly customer satisfaction based on given criteria and methodology
  • Participate in meetings and conference calls as required, acting as voice of the customer and/or voice of the plant as needed
  • Small coil accounting - approvals/tracking credit memos
  • Utilize problem solving and Six Sigma discipline to identify and eliminate customer issues or concerns
  • Develop relationships at assigned customer locations, gather market intelligence for report out, and further develop and maintain Customer Plant Database for assigned locations
  • Bachelor's degree in Metallurgy, Engineering or related field preferred
  • Minimum of 3 years in a heavy manufacturing environment required; experience in rolling strongly preferred
  • Some experience in can sheet and/or can/end making a plus
  • Working knowledge and application of Six Sigma tools or Statistical Quality Control required; Green Belt certification preferred
  • Ability to write technical reports and tailor the message to appropriate audience
  • Experience working in a continuous operations environment
  • Passionate about safety of self and risk awareness
  • Relies on experience, judgment, and data to make quick, calculated decisions to plan and accomplish objectives
  • Result orientation, accountability, negotiation, problem solving, project and change management, and team working/building
  • Good communication, high level of autonomy, collaboration and interpersonal skills are equally important
  • Perform, understand and communicate detailed information analysis and evaluation, and have a good track record working effectively within a team-based environment
  • Direct experience and collaboration with operations and customers
  • Proficiency in MS Office (e.g. Excel, Office, PowerPoint, Word)
  • Ability to quickly learn and work within local IT systems (i.e. SAP, Everest, ETQ)
  • Salary Range $90,000.00 - $130,000.00
  • Annual bonus program
  • Generous relocation assistance
  • Vacation, sick time and ten paid holidays PLUS a birthday holiday and personal holiday
  • Onsite Medical clinic, cafeteria, and fitness center
  • Employee assistance program
  • Eligibility to participate in our 401(k)-retirement plan of a dollar-for-dollar company match up to 6% PLUS non-elective contribution of 3%
  • Eligibility to receive medical, prescription drug, vision, and dental care benefits, basic and optional term life insurance coverage, basic and voluntary accidental death and dismemberment coverage, dependent term life insurance coverage, and long-term and short-term disability coverage
  • Supplemental insurance options including Cancer, Critical Illness, Hospital Indemnity and more
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