Technical Services Representative Senior

Where you will work

Clearwater Paper stands out as a premier independent supplier of paperboard packaging products to North American converters. Corporate Headquarters is in Spokane, Washington, our corporate team works to support our operations while creating a thriving environment for employees and customers alike,

If you are based out of Spokane, you’ll enjoy our collaborative office space, regular team and community events and a city known for its natural beauty and outdoor recreation. For our remote employees, we work well across multiple time zones, respecting your schedules and setting up opportunities for you to get to know co-workers and see our operations firsthand.

What you will do

The Sr Technical Services Representative facilitates communications between customers and mill operations to improve customer value through products that consistently meet or exceed customer expectations. Plan trials for new product development; coordinate with operations, sales, and customers. Analyse/ troubleshoot conversion of Clearwater paperboard at customers’ locations. Work with our customers and internally to drive waste (in all its forms) from our processes in a way that builds customer loyalty so that Clearwater Paper is viewed as a business partner and not just another supplier. The result is a stronger relationship and the ability to help grow our business with customers that we choose to do business with.

Customer Relations

• Prepare and present written and oral sales presentations to customer decision-makers on quality, assessments, or efficiency-related issues at the headquarters and/or division levels.
• Assess customer accounts for opportunities to improve quality, service, cost to serve, and customer plant efficiency.

Customer Focus and Services

• Assists customers in implementing lean manufacturing/continuous improvement (CI) methodologies.
• Facilitates Kaizens as needed to aid and assist customers with improvement initiatives.
• Plans and implements customer manufacturing assessments that will help customers improve efficiency and profitability.
• Works with customers in implementing recommended improvement initiatives.
• Conducts pro-active customer calls to build relationships with customer personnel and develop an in-depth understanding of the customer’s processes and paperboard requirements.
• Works with customers in a way that supports their business plans and goals so that Clearwater Paper is viewed as their business partner and their preferred paperboard supplier of choice.
• Identify barriers that impact Clearwater’s customers and retention; communicate concerns and recommendations to others.
• Use an understanding of customer needs and the organization’s customer service practices to set priorities, make decisions, and take actions that create customer satisfaction and prevent service issues from occurring.
• Create relevant options for addressing problems and opportunities that will achieve desired outcomes.
• Evaluate business opportunities, and target those with the greatest potential for producing positive business results.

Internal Technical Support & Services

• Assists with Complaint investigations at customer’s operations or at the mill as required. Works intimately with the mill to determine root cause(s), implement corrective action(s) and measures to hold the gains.
• Acts as customer advocate at the mill, to be able to give operations a complete understanding of customer needs as they relate to our products. Assists in the development of appropriate customer-related board specifications.
• Participates in and conducts product development or new product trials and coordinates with customers, operations, sales, and marketing.

Leadership

• Provides guidance to customers and internal operations to ensure that technical skills are continually sharpened by training and mentoring.
• Provides candid product quality and product performance feedback to operations management.
• Leads by example – high level of trust and integrity.

Communication

• Maintain regular communication and coordination with mill personnel on technical/customer issues.
• Represent the “voice of the customer” back to the business
• Provide input for the Division’s mission statement and strategies

Key Competencies & Attributes

• Strong understanding of critical business metrics; ability to develop and leverage data to quantitatively and analytically make business decisions and take smart risks
• Able to think strategically and act tactically
• Demonstrated ability to lead in a matrixed and highly collaborative environment to influence change and core processes
• High degree of business curiosity; quick learner with a proactive and agile mindset
• Optimistically looks toward the future for opportunities to innovate and improve
• Demonstrated experience in working with diverse groups in a professional manner in setting vision, strategy, tactics, and delivery.
• Demonstrated strong change management skills, aligning and bringing others along

What you will need
To be successful in this position, we are looking for candidates with the following:

• Bachelor’s degree in industrial management, engineering, or related field preferred.
• Minimum seven (7) years of Technical/Sales experience required.
• Advanced knowledge of SBS folding carton and/or Food Service is required.
• Cup experience, preferred.
• Exceptional communication skills (written and verbal); leading and presenting complex materials for various audiences
• Excellent problem-solving and decision-making skills.
• Ability to coordinate efforts and achieve consensus among varied groups.
• Proficient in Microsoft Excel, Word, and PowerPoint at an intermediate level.
• Demonstrated ability to create/design new business processes and procedures.
• Excellent troubleshooting, organization, and planning skills.
• Ability to participate in appropriate workshops, seminars, and courses designed to improve technical knowledge & skillsets, continuous improvement, and lean manufacturing methodologies for personal growth & development.
• Frequent air and automobile travel.
• Foreign travel with extended airtime.
• Personal protective equipment required in mill/manufacturing environments.
• Some physical exertion required
• Lifting & bending; carrying suitcases, briefcase, entry and exit of various aircraft, buses, taxis, etc.

Clearwater Paper will not offer sponsorship for employment-based visa status (including, but not limited to, H-1B visa status and other employment-based nonimmigrant visas) for this position.  Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require Clearwater Paper's sponsorship to continue to work legally in the United States. 

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