Scope:Reporting to the Director of Field Technical Services, the Field Technical Service Representative will be a critical member of the commercial team by ensuring that all customers receive technical support on Twin products.
This role is remote, but ability to travel 50-75% of time is requiredResponsibilities:- Ensure customer satisfaction through building meaningful relationships with customers and mill personnel. This position is the conduit between sales, manufacturing, and our customers.
- Represent all of Twin Rivers' paper markets (publishing, label, packaging, and technical).
- Collect, analyze, and define field problems as well as help drive the internal and external resolution.
- Understand the paper making and finishing processes that enable effective description of issues to help solve customer concerns.
- Participate in new product and improvement trials at the end users in an effort to provide meaningful and timely feedback to the mills.
- Periodically visit warehouses and contracted converters to be sure they are representing Twin Rivers and our products in a professional manner.
- Generate reports to communicate and build a database of customer feedback and knowledge.
- Provide technical support to the paper mills ensuring that all applicable quality standards are adhered to.
- Awareness of GMP's, HACCP Principles and Food Safety Standard.
Requirements:- Bachelor's Degree in a technical field or equivalent in experience.
- 10+ years' experience in paper manufacturing and/or converting with a strong understanding of paper making.
- Ability to travel frequently (50% - 75%) to customers and mills. This could include air travel, driving and multiple nights on the road each week as well as international travel.
- Work within safety parameters in all our mills as well as any converters and customer facilities.
- Proficient computer skills in MS Office (Excel, Word, PowerPoint) plus analytical software (such as MiniTab, P1 Process Book, Proficy)
- Ability to learn Manufacturing Execution Software (such as ELIXIR/OptiVision)
- Self-starter with good organizational and planning skills.
- Good written presentation skills with the ability to communicate effectively throughout the Twin Rivers organization, customers, and suppliers.
- Must possess strong attention to detail and have good problem-solving abilities.
