Technical Service Manager

vor 3 Wochen

Genf, Genf, Schweiz International Paper Vollzeit

Customer Technical Service Manager


International Paper seeks a Customer Technical Service Manager to provide valued-added services to pulp customers in Europe and the Middle East and Africa (EMEA).


This role involves facilitating the qualification process of selected customers, ensuring timely response times, and enhancing the customer experience. The ideal candidate will have a strong technical background and excellent analytical and interpersonal skills.


Key Responsibilities:



  • Establish strong relationships with technical counterparts at customer locations
  • Deliver operational expertise on absorbent hygiene products and construction of fluff pulp
  • Understand and articulate technical trends within fluff-related markets
  • 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

Requirements:



  • 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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