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Manager Customer Technical Services

International Paper • Memphis, TN • 1d ago

Job Description

Position Title:

Customer Technical Services Manager

Pay Rate :

$120,000 - $155,000

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift :

Salaried Full-Time

Physical Location :

Corporate Headquarters

Memphis, TN

The Job You Will Perform:

The Customer Technical Services (CTS) Manager is part of the Technical Services team within the North American Industrial Packaging Group. CTS Managers are involved in virtually all facets of the Containerboard business operations. The organization distinguishes itself by continually identifying and developing unique ways to bring value to the business. Key job duties include:

Provide technical support to Containerboard customers within a global geographic region.

Based on customer stratification, develop and maintain close working relationships with key internal customers (all IP Converting) and strategic external customers.

Optimize market access by 1) providing guidance to internal and external customers of Containerboard product selection to maximize product performance, 2) providing technical support to customers to help them maintain or increase productivity regardless of mill sourcing, and 3) working to eliminate sourcing restrictions.

Leverage converting and mill technical knowledge to identify and perform project work to create value within Industrial Packaging, working with stakeholders cross-functionally across the business.

Gather market data that will provide direction to the business on product enhancements and new product development to meet competitive pressures and/or customer needs.

Manage the complaint resolution process by providing leadership in the areas of field investigation, root cause analysis, negotiation of claim settlement, product disposition and sale, and corrective action implementation.

Key Accountabilities

Achieve IP Converting financial goals by providing technical support in product selection to optimize box performance at a minimum cost.

Achieve PSNA financial goals by providing consultative services to strategic open market and IP Converting box plants that includes 1) optimization of box plant systems performance, 2) business and plant operations audits and 3) corrugator and converting equipment audits.

Maintain customer loyalty through routine, proactive technical interaction with open market and internal box plant customers.

Maintain and grow market positions by 1) identifying product performance issues and working with the mills to correct them, and 2) collecting market and competitive data to identify product enhancement and new product development needs.

Support mill cost reductions by participating on development and field evaluation teams.

Execute product performance analysis and improvement projects as assigned by manager or Director, Tech Services.

Scope:

Each CTS manager supports a territory that consumes approximately 2 MM tons of containerboard annually

Typical overnight travel will average approximately 50%

Each CTS manager provides support to achieve financial goals with domestic and international open market and internal customers

Complaint resolution time

The Skills You Will Bring:

Technical degree required, engineering degree preferred; strong knowledge of papermaking, corrugating, converting and testing processes desired

8+ years of industry experience is preferred

Demonstrated root cause analysis and problem solving skills

Customer focus with strong verbal and written communication skills

Self-motivated with strong initiative and ability to work with minimal direct supervision

Customer focused and effective in working with diverse teams

Skilled in dealing with ambiguity and conflict resolution

Computer and group presentation skills

Advanced analytical skills and capabilities desired (i.e., utilization of Minitab or other statistical tools to perform advanced analysis)

Capable of quickly earning trust, confidence, credibility and developing a genuine rapport with customers and business leadership

Key competencies required include:

Action oriented

Dealing with ambiguity

Business acumen

Managerial courage

Customer focus

Functional/Technical skills

Problem solving

Priority setting

Time management

The Benefits You Will Enjoy:

Paid time off including Vacation and Holidays

Retirement, and 401k Matching Program

Medical & Dental

Education & Development (including Tuition Reimbursement)

Life & Disability Insurance

The Career You Will Build:

You will have opportunities to learn, develop, and contribute to the success of International Paper.

Our team is comprised of members with diverse backgrounds.

You will have the opportunity to grow your global business acumen and perspective.

The Impact You Will Make:

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 120 years. Join our team and you'll see why our team members say they're Proud to be IP .

The Culture You Will Experience:

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

Job Identification 1082720

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