Customer Technical Service MAnager

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Position Title: 

Customer Technical Services Manager

 

Pay Rate:

PL 16 

Salary Range $116,600-155,500

 

Category/Shift:

Salaried Full-Time

 

Physical Location:

Corporate Headquarters

Memphis, TN

 

The Job You Will Perform:

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, Saturating Kraft and Gypsum Wallboard Paper customers within a global geographic region. 
• Based on customer stratification, develop and maintain close working relationships with key internal customers (all NAC) 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.

Key Accountabilities

• Achieve NAC financial goals by providing technical support in product selection to optimize box performance at a minimum cost.
• Achieve IPG financial goals by providing consultative services to strategic open market and NAC 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.

Scope:

• Each CTS manager supports a territory that consumes approximately 2 MM tons of containerboard annually
• Typical overnight travel will average approximately 50%
• Each CTS manager provides support to achieve financial goals with domestic and international open market and internal customers
• Complaint resolution time <20 days 

The Skills You Will Bring:

• Technical degree required, engineering degree preferred; strong knowledge of papermaking, corrugating, converting and testing processes desired
• 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

Key competencies required include:

• Action oriented
• Dealing with ambiguity
• Business acumen
• Managerial courage
• Customer focus
• Functional/T