Technical Customer Service Engineer

About the role

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

• 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.
• Congduct 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

Requirements

• Required Education & Work Experience:
• 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

Qualifications

• Must have a strong commitment to accountability, growth mindset, one team, care, and a fair and inclusive work environment for everyone, everywhere!

Skills

• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Problem-solving and analytical skills
• Technical knowledge of paper manufacturing processes
• Experience with Microsoft Office and willingness to learn new systems

Benefits

• Ahlstrom is an Equal Opportunity Employer

Pay

• Competitive compensation package

Schedule

• Flexible work schedule to accommodate customer visits and trials

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.