Customer Technical Service Representative; Miamisburg, Quinnesec, or Escanaba)

At Billerud we believe that when we have tomorrow in mind, we will do our very best today. It is thanks to our employees that we are a world-leading company within the field of renewable paper and packaging materials. Do you want to realize your true value and work for a sustainable tomorrow? Join us!

Summary

Description:

The Customer Technical Services (CTS) Representative provides proactive, dedicated technical support to customers, sales teams, and brand owners. This role emphasizes collaboration and problem-solving to address business and technical challenges related to the use, conversion, and performance of our products. Key stakeholders include direct converters, brand owners, and internal teams such as Sales, Marketing, Manufacturing, Product Development, and Customer Service. Key activities include monitoring product trials at customer locations, offering technical guidance on product application and conversion, reporting on competitive activity and product performance, and serving as a technical resource for both customers and internal teams.

Key Accountabilities:

• Serve as the primary technical contact for customers, providing expert guidance on product applications, troubleshooting, and optimization.
• Coordinate and support product trials at customer sites, ensuring successful implementation and performance validation.
• Analyze and resolve technical issues related to product performance, working collaboratively with customers and internal teams to deliver effective solutions.
• Deliver technical training and education to customers and internal stakeholders on product features, application methods, and best practices.
• Gather and communicate customer feedback to internal teams, supporting continuous product and service improvement.
• Develop and maintain strong relationships with key customer contacts, acting as a trusted advisor and advocate for their technical needs.
• Monitor industry trends and competitor activity to identify opportunities for product improvement and differentiation.
• Document and report on technical activities, including trial outcomes, customer visits, and issue resolution, ensuring transparency and knowledge sharing.
• Collaborate with cross-functional teams (Sales, Marketing, R&D, Manufacturing, Customer Service) to align technical support with business objectives.
• Participate in new product development and commercialization, providing customer insights and technical expertise to guide innovation.
• Support quality assurance initiatives by investigating complaints, conducting root cause analysis, and recommending corrective actions.
• Promote and implement best practices in product application, process optimization, and customer support.
• Represent the company at industry events, conferences, and customer meetings to share technical knowledge and strengthen partnerships.
• Drive adoption of new technologies and solutions by demonstrating value and supporting customer change management.
• Maintain up-to-date technical knowledge through ongoing training, industry research, and professional development.

Required Experience and

Education:

• Bachelor’s degree in Engineering, Science, Paper, Packaging, Graphic Arts, or equivalent experience (preferred).
• Demonstrated professional experience in manufacturing, pulp and paper, packaging, or printing technology.
• Strong interpersonal and relationship-building skills.
• Technical background with suppliers or customers in the pulp, paper, and packaging or related manufacturing industries.
• Strong communication skills.

Required skills:

• Excellent analytical and problem-solving skills
• Strong oral and written communication skills
• Creativity and…