Customer Technical Service Manager
Opis:
Customer Technical Service Manager – Europe and MEA
Global Cellulose Fibers
Location - Geneva, Switzerland
For our Global Cellulose Fibers business, we are looking for a Customer Technical Service Specialist - Europe and MEA. This role provides valued-added services to pulp customers in facilitating the qualification process of selected customers, ensures timely response time, enhances the customer experience, provides key market/customer intelligence, supports the launch of new products and works across IP to provide an exceptional customer experience.
Why this job is for you:
Are you passionate about leveraging your technical knowledge, analytical skills and interpersonal abilities? Embrace a role where your expertise isn’t just valued - it’s pivotal. As a key player in our dynamic team, you’ll be the cornerstone of ensuring unparalleled customer satisfaction and propelling business success. Your day-to-day will involve immersive technical support and crafting strategic customer connections that drive our growth and theirs. If you’re eager to contribute to a culture that values every team member’s input, this is where you belong. Let’s redefine what it means to engage, support and succeed together.
You will:
* Establish strong relationships with technical counterparts at customer's EMEA locations
* Deliver operational expertise on the mechanics and construction of absorbent hygiene products and other end-uses that utilize fluff pulp such as wet wipes, airlaid cores, etc.
* Understand and articulate technical trends within fluff-related markets
* Ascertain practical understanding of each customer's production equipment, especially in fiberization
* Manage the qualification process for new customer locations and/or new products
* Provide training to customers and other key audiences
* Contribute to the competitive benchmark initiative by securing product and reporting results
* Communicate customer and market intelligence to key stakeholders
* Identify new opportunities to improve the customer experience and IP's service offering
* Support specific customer initiatives to improve the customer experience and troubleshoot, when necessary
* Collaborate with the broader customer technical service team to share best practices
* Identify internal opportunities to realize efficiencies in our business and decision processes
* Perform statistical analysis as needed
* Aggregate and communicate customer expectations vs IP performance
* Support product development efforts with analysis to improve performance, positioning and pricing of new products
* Network and build productive relationships at conferences and shows
You have:
* BSc. in industrial systems or materials science or applied chemistry
* MSc. in process engineering or TQS would be a plus
* 2-3 years of relevant business experience in the fluff or absorbent hygiene sector
* Knowledge in pulp production, fiberization equipment and QA/QC processes
* Demonstrated ability to take initiative and manage multiple projects
* Strong statistical background
* Proficiency in Excel, Minitab, PowerPoint and Database management
* Experience in 6 Sigma or Lean Management an asset
* Appreciation for diversity and capacity to manage differences in culture
* Effective communication skills across time zones and different languages
* Fluent English (C1 EU level)
* Ability to travel extensively to all EMEA countries without restrictions
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