Field Technical Services Representative

Twin Rivers Paper Company, headquartered in Madawaska, Maine, is an integrated specialty paper manufacturer producing 400,000 tons of paper per year for the packaging, publishing, label, and technical sectors. With 100 years of paper making history, the company operates a pulp mill in New Brunswick, and diverse paper assets in northern Maine and upstate New York that produce uncoated and coated white papers in a broad range of basis weights and finishes.

Customized product development and dedicated technical services support are company hallmarks. With a sound financial structure and a strong balance sheet that fuels continuous investments in its assets, Twin Rivers Paper offers its customers the security of local product availability through a strong, domestically-owned manufacturer and the assurance of long-term viability.

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 required.

• 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.

• 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 Mini Tab, P1 Process Book, Proficy)
• Ability to learn Manufacturing Execution Software (such as ELIXIR/Opti Vision)
• 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.

Twin Rivers is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.