Customer Technical Service Manager

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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