Memphis Customer Technical Services Manager

International Paper•Vanceboro, NC

2d•$120,000 - $155,000•Remote

About The Position

The Customer Technical Services (CTS) Manager is part of the Technical Services team within the North American Industrial Packaging Group. CTS Managers are involved in virtually all facets of the Containerboard business operations. The organization distinguishes itself by continually identifying and developing unique ways to bring value to the business. Key job duties include: Provide technical support to Containerboard customers within a global geographic region. Based on customer stratification, develop and maintain close working relationships with key internal customers (all IP Converting) and strategic external customers. Optimize market access by 1) providing guidance to internal and external customers of Containerboard product selection to maximize product performance, 2) providing technical support to customers to help them maintain or increase productivity regardless of mill sourcing, and 3) working to eliminate sourcing restrictions. Leverage converting and mill technical knowledge to identify and perform project work to create value within Industrial Packaging, working with stakeholders cross-functionally across the business. Gather market data that will provide direction to the business on product enhancements and new product development to meet competitive pressures and/or customer needs. Manage the complaint resolution process by providing leadership in the areas of field investigation, root cause analysis, negotiation of claim settlement, product disposition and sale, and corrective action implementation.

Requirements

Technical degree required, engineering degree preferred; strong knowledge of papermaking, corrugating, converting and testing processes desired
8+ years of industry experience is preferred
Demonstrated root cause analysis and problem solving skills
Customer focus with strong verbal and written communication skills
Self-motivated with strong initiative and ability to work with minimal direct supervision
Customer focused and effective in working with diverse teams
Skilled in dealing with ambiguity and conflict resolution
Computer and group presentation skills
Advanced analytical skills and capabilities desired (i.e., utilization of Minitab or other statistical tools to perform advanced analysis)
Capable of quickly earning trust, confidence, credibility and developing a genuine rapport with customers and business leadership
Action oriented
Dealing with ambiguity
Business acumen
Managerial courage
Customer focus
Functional/Technical skills
Problem solving
Priority setting
Time management

Nice To Haves

engineering degree preferred
strong knowledge of papermaking, corrugating, converting and testing processes desired
Advanced analytical skills and capabilities desired (i.e., utilization of Minitab or other statistical tools to perform advanced analysis)

Responsibilities

Achieve IP Converting financial goals by providing technical support in product selection to optimize box performance at a minimum cost.
Achieve PSNA financial goals by providing consultative services to strategic open market and IP Converting box plants that includes 1) optimization of box plant systems performance, 2) business and plant operations audits and 3) corrugator and converting equipment audits.
Maintain customer loyalty through routine, proactive technical interaction with open market and internal box plant customers.
Maintain and grow market positions by 1) identifying product performance issues and working with the mills to correct them, and 2) collecting market and competitive data to identify product enhancement and new product development needs.
Support mill cost reductions by participating on development and field evaluation teams.
Execute product performance analysis and improvement projects as assigned by manager or Director, Tech Services.

Benefits

Paid time off including Vacation and Holidays
Retirement, and 401k Matching Program
Medical & Dental
Education & Development (including Tuition Reimbursement)
Life & Disability Insurance
You will have opportunities to learn, develop, and contribute to the success of International Paper.
Our team is comprised of members with diverse backgrounds.
You will have the opportunity to grow your global business acumen and perspective.
International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets
Leadership training, promotional opportunities