Field Customer Technical Service Representative

Field Customer Technical Service Representative

At Sylvamo, we're a team on a mission. Joining us, you'll be helping to sustain forests and renew ecosystems, while delivering on the promise of paper to educate, communicate and entertain the world. Come grow with us!

Position Summary : 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.

Key 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.

Required Skills & Knowledge :

Cross Functional Scope : Commercial Excellence Engineering Manufacturing / Production

Qualifications :

Travel : Frequent travel is required.

Competency :

Sylvamo partners with you and your family on your health and wellness journey. We offer a premium suite of health and wellness programs for you and your family, including medical, dental, vision, disability, life insurance, and a generous 401(k) plan with matching company contributions, and more. Sylvamo is here for all stages of life. We also offer paid time off and paid holidays per year. The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law. Sylvamo is an Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.