Lead Technical Service Representative, Specialties

Position Overview

Company Overview

Novelis is one of the world leaders in aluminum recycling and rolling and a leading sustainable aluminum solutions provider. Driven by our purpose of “shaping a sustainable world together” we work alongside our customers to provide innovative solutions to the aerospace automotive beverage packaging and specialty markets. Headquartered in Atlanta Georgia Novelis has approximately 13000 employees in 32 operating facilities on 4 continents.

 

Position Overview

The Quality and Technical Services team, located in Atlanta, GA, is seeking a Lead Technical Service Representative, Specialties! This role is responsible for providing leadership and direction to the Novelis organization by functioning as both the Voice of the Customer and the Voice of the Business to the Novelis Specialty Value Stream. The Lead Technical Service Representative supports our Customer Satisfaction, both internal and external, by promptly servicing claims and complaints, problem solving, conducting quality surveillance, and providing technical services to Novelis production facilities, Tolling Service Centers, and customers. The Lead Technical Service Representative is an individual who is responsible for handling questions, comments and complaints regarding product quality and performance. The goal is to provide a positive customer experience, enhance relationships between consumers and our business, and make Novelis the supplier of choice.

Responsibilities & Qualifications

Responsibilities

• Complying with Environmental, Health and Safety guidelines while performing Novelis business at customer locations, while traveling, and when visiting Novelis production or laboratory facilities.
• Maintaining customer satisfaction to ensure Novelis market-share and pricing is maintained.
• Responding to customer queries in a timely and accurate way, via phone, email or other communication services. Identifying customer needs and helping customers to interpret and apply quality specifications. Analyzing and reporting customer quality and product performance issues.
• Establishing cooperative relationships and communications with customers, Tolling Service Centers and Novelis production facilities. Acts as a liaison between customers and Novelis management to enhance the overall customer experience.
• Visiting assigned customer locations to provide technical service on a routine basis to support quality investigations and product trials.
• Functioning as the single point of accountability for all complaints from assigned customer locations.
• Supporting metrics for customer satisfaction feedback.
• Managing internal trials, process changes, and process simplification with our customer base as Voice of the Business/cost pressures continue to be a focus point.
• Working with the Novelis North America Quality and Continuous Improvement Team to maintain and advance the quality system using established RCA, 8D, MOC Corrective Action procedures.
• Serving as Novelis point of communication for customer issues to Novelis corporate, Novelis production facilities, Novelis technical facilities (NGRTC), and our customers.
• Provide technical direction for product improvement.
• Document trial activities and customer, processor quality and performance metrics.
• Provide commercial intelligence on customers, processors and competitors.
• Providing technical leadership and support to customers and toll processors on material quality and production performance issues.
• Problem solving and troubleshooting of customer and toller processes to ensure successful use of Novelis material.
• Analyzing material properties, customer returns, and samples for investigation into product quality issues and customer complaints.
• Being accountable for coordinating detailed root cause analysis and corrective action reports to relay on customer issues based upon Novelis corporate or production facility follow-up.
• Functioning as the single point of accountability for Novelis material trials at assigned customer locations.
• Training peers in strong customer service skills.
• Supporting Product Development activities including process improvements within Novelis plants and Toll Service centers.

Minimum qualifications

• Bachelor’s or master’s degree in engineering or business, or other analytical field, and/ or equivalent experience.
• Stamping and Blanking knowledge/background preferred. Along with knowledge of aluminum manufacturing process.
• Excellent communication (oral and written) skills; ability to communicate, lead, and drive performance and change with all levels in the organization.
• Desire to take initiative a