Technical Customer Service Manager

Ahlstrom; Rhinelander (WI); On-site; USD 65,000 - 85,000; Full time

Job summary

A global leader in specialty materials is seeking a Technical Customer Service Engineer to enhance customer quality and resolve issues. This role requires a Bachelor's Degree and a minimum of 3 years’ experience in the paper industry. The ideal candidate will lead quality improvements and regular customer visits, bringing strong interpersonal skills and the ability to travel 25% to 50% of the time. Join a team committed to sustainability and growth in Rhinelander, Wisconsin.

Qualifications

• Minimum 3 years’ experience in the paper or related industry.
• Previous customer technical service experience is a plus.
• Willingness to learn new systems.

Responsibilities

• Lead quality improvements and implement permanent solutions.
• Conduct regular visits to key customers.
• Resolve and reduce customer claims.

Skills

Papermaking and process management

Microsoft Office proficiency

Interpersonal skills

Education

Bachelor's Degree

Tools

Lean Six Sigma

Statistical Process Control

JD Edwards

PI Historian

Proficy database

Job description

You have a choice of where you want to work! We invite you along on our journey to Purify and Protect, with Every Fiber, for a Sustainable World. We aim to attract, retain, and energize passionate people, like you, by investing in your professional development and providing opportunities for personal growth.

Do your values align with ours? Accountability, Growth mindset, One team, Care and a fair and inclusive work environment for everyone, everywhere!

We strive to meet the highest standards of corporate citizenship by protecting the health and safety of our team, safeguarding the environment, and creating a long-lasting, positive impact on the communities where we do business. Are you with us?!?

The Technical Customer Service Engineer is an integral part of the paper mill business team and is responsible for overall customer quality improvements and quality issue resolution. The Technical Customer Service Engineer will work closely with customers, Manufacturing, Product Development, and Sales & Marketing to improve our products and maximize value to our customers.

Responsibilities Include

• Must follow Ahlstrom's manufacturing and hygiene processes, procedures and policies, as applicable to the position’s areas of responsibility, in order to meet and maintain the safety, quality, and regulatory compliance requirements for each grade of paper.
• Lead quality improvements and implement permanent solutions.
• Create and periodically review specifications for customers to ensure that our products meet the customer fitness for use applications and are aligned with manufacturing capabilities.
• Conduct regular visits to key customers and product enhancement follow-up visits.
• Resolve and reduce customer claims.
• Develop understanding of our manufacturing processes and customer’s capabilities to create value.
• Assist manufacturing in reducing process and product variability.
• Champion development projects for the commercial group while actively identifying areas of opportunity and potential solutions.
• In order to participate in trials, must have work hours flexibility
• Bachelors Degree Preferred
• Applicants must be currently authorized to work in the United States on a full-time basis
• Minimum of 3 years’ experience in paper or related industry experience, with papermaking and process management skills preferred; previous customer technical service experience (or similar) a plus
• Proficient in Microsoft Office software and willing and able to learn new systems (Lean Six Sigma, structured problem solving, Statistical Process Control, JD Edwards, etc.)
• Knowledge of PI Historian and Proficy database a plus
• Excellent interpersonal skills, particularly with customer interaction
• Able to travel 25% to 50% of time

Ahlstrom is an Equal Opportunity Employer. Equal opportunity is a sound and just concept to which we are firmly bound. Ahlstrom will not engage in discrimination against, or harassment of, any person employed or seeking employment with our company based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, non-disqualifying disability, status as a protected veteran or other characteristics protected by law.

About Us.

Ahlstrom is a global leader in combining fibers into sustainable specialty materials. Our purpose is to Purify and Protect, with Every Fiber, for a Sustainable World. Our vision is to be the Preferred Sustainable Specialty Materials Company for all our stakeholders. Our three divisions, Filtration and Life Sciences, Food and Consumer Packaging, and Protective Materials, address global trends with safe and sustainable solutions. Our net sales in 2024 amounted to EUR 3.0 billion and we employ some 6,800 people.