Customer Technical Service Manager

vor 2 Wochen

Genf GE, Schweiz International Paper Vollzeit

**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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