Field Customer Technical Service Representative

Sylvamo Corporation•Memphis, TN

33d

About The Position

The North American Papers (NAP) Customer Technical Services (CTS) Representative has technical service responsibility for all customers purchasing and/or processing NAP grades in their territory. This includes support for the following businesses: Envelope, Forms, Specialty, Uncoated Bristols, Imaging Papers and Printing Papers. A CTS representative is responsible for ensuring that the customer complaints in their territory are brought to a successful resolution. Provide the customer (when appropriate) with the root cause and corrective actions. The CTS representative manages their complaint responsibilities by leveraging the support of the Customer Satisfaction Center, the Manufacturing Facilities, Sales, and the respective Product Line Manager. In addition to supporting the NAP Business's and its customers, the CTS Team provides technical support to Global Supply Chain (Warehouses and Outside Converting Facilities) and to the Manufacturing Facilities (Eastover, Ticonderoga, Sumter, and Riverdale) producing uncoated free sheet for Sylvamo. Travel is required.

Requirements

Technical Expertise: Understanding of the commodity paper industry, including product specifications, physical paper properties, manufacturing processes, and common technical issues.
Customer Service Orientation: Strong commitment to providing excellent customer service, with the ability to empathize with customers and address their needs effectively.
Problem-Solving Skills: Ability to quickly identify problems, analyze root causes, and implement effective solutions in a timely manner.
Communication Skills: Excellent verbal and written communication skills to clearly convey technical information to both technical and non-technical audiences.
Project Management: Strong organizational skills to manage multiple field service opportunities simultaneously, ensuring timely completion and high-quality outcomes.
Adaptability: Flexibility to adapt to changing customer needs, industry trends, and technological advancements.
Analytical Skills: Proficiency in data analysis to interpret customer feedback, service reports, industry trends, and product performance metrics for continuous improvement.
Interpersonal Skills: Strong people skills to build and maintain positive relationships with customers, colleagues, and other stakeholders.
Computer Skills: Proficient in Microsoft Office (Teams, PowerPoint, Word, and Excel).
Travel Readiness: Willingness and ability to travel frequently in multi-state territory to meet with customers and provide on-site support.
Bachelor's Degree Required
3-5 years of experience in similar roles

Nice To Haves

Knowledge of PPR Web Apps, SAP CRM, and Business Warehouse a plus.
3-5 years of experience in industry or similar industries preferred.

Responsibilities

Customer Relationship Management: Build and maintain strong relationships with key customers, ensuring their technical needs and concerns are addressed promptly. Proactive and Reactive interactions with customers need to be coordinated with Sylvamo Sales Representatives/ Managers.
Technical Support and Troubleshooting: Provide on-site technical support and troubleshooting for customers, resolving issues related to product performance and application.
Quality Assurance: Monitor and ensure the quality of products delivered to customers, addressing any quality issues and coordinating with production teams for improvements.
Field Service Coordination: Schedule and manage field service activities, ensuring timely and efficient service delivery to customers and coordinating feedback across mills and key stakeholders.
Feedback Collection and Reporting: Gather customer feedback on product performance, industry trends, production levels, competitive information, quality, and report insights to internal stakeholders for continuous improvement.
Compliance and Safety: Ensure all field service activities comply with industry regulations and safety standards, promoting a safe working environment for both customers and service teams.
Sales Support: Collaborate with the sales team to provide technical expertise during customer visits, presentations, product trials and negotiations, helping to secure new business opportunities.
Manufacturing Support: Actively participate in various Quality Improvement efforts which include, Quality Systems Audits and observations at Manufacturing and Converting Facilities, and quality teams which are established to support a specific area requiring focus.

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