Technical Services & Quality Claims Specialist

Appvion, Inc.; Appleton (WI); On-site; USD 55,000 - 85,000; Full time

Job summary

Appvion, Inc. is seeking a Technical Services Representative to act as a key liaison among customers, sales, operations, quality, and laboratory teams.

You will manage customer claims, coordinate investigations, maintain quality data, and support testing and reporting to ensure timely resolutions and high customer satisfaction. You will also review certificates of analysis, assist with CAPA processes, audits, and documentation, while helping cross-functional groups improve products and processes

Qualifications

• Associate's degree or higher in Quality, Chemistry, Engineering, Technical Sciences, Business, or related field.
• 2–5 years of experience in technical services, quality assurance, laboratory operations, customer support, or related role.
• Strong understanding of quality systems, root cause analysis, and corrective action processes.
• Experience managing customer complaints, claims, or technical investigations.
• Experience in manufacturing, packaging, paper, converting, chemical, or industrial environments is preferred.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook) and excellent written and verbal communication.

Responsibilities

• Receive, document, and process customer claims, complaints, and technical inquiries.
• Coordinate investigations with Quality, Production, Operations, and Laboratory personnel.
• Track claims through resolution with accurate records in designated systems.
• Prepare claim summaries, root cause findings, and corrective action reports.
• Communicate claim status and resolution details to customers and internal stakeholders.
• Monitor claim trends and identify recurring issues requiring corrective action.
• Support continuous improvement analyses of complaint and claim data.
• Serve as the primary contact for customers regarding technical concerns and product performance.
• Collaborate with sales and customer service to address customer needs and expectations.
• Coordinate cross-functional teams to ensure timely investigation and resolution of customer concerns.
• Maintain laboratory records, databases, and reporting systems.
• Assist with calibration, maintenance, and inventory management of laboratory equipment and supplies.
• Support CAPA processes, internal and customer audits, and regulatory compliance activities.

Skills

Communication

Organization

Analytical thinking

Problem solving

Multitasking

Time management

Education

Associate's degree; Bachelor's preferred

Tools

Microsoft Office

Job description

Appvion, Inc. is seeking a Technical Services Representative to act as a key liaison among customers, sales, operations, quality, and laboratory teams.

You will manage customer claims, coordinate investigations, maintain quality data, and support testing and reporting to ensure timely resolutions and high customer satisfaction. You will also review certificates of analysis, assist with CAPA processes, audits, and documentation, while helping cross-functional groups improve products and processes