Technical Services Representative Senior

Where you will work

Clearwater Paper stands out as a premier independent supplier of paperboard packaging products to North American converters. Corporate Headquarters are in Spokane, Washington. The corporate team supports operations while creating a thriving environment for employees and customers alike.

If you are based in Spokane, you'll enjoy a collaborative office space, regular team and community events, and a city known for its natural beauty and outdoor recreation. Remote employees work effectively across multiple time zones, respecting schedules and providing opportunities to get to know co‑workers and see the operations firsthand.

The Sr Technical Services Representative facilitates communications between customers and mill operations to improve customer value through products that consistently meet or exceed expectations. Responsibilities include planning trials for new product development; coordinating with operations, sales, and customers; analyzing and troubleshooting the conversion of Clearwater paperboard at customers' locations; and working with customers and internal teams to drive waste elimination, build customer loyalty, and grow business relationships.

• Prepare and present written and oral sales presentations to customer decision‑makers on quality, assessments, or efficiency‑related issues at the headquarters and/or division levels.
• Assess customer accounts for opportunities to improve quality, service, cost to serve, and plant efficiency.

• Assist customers in implementing lean manufacturing/continuous improvement methodologies.
• Facilitate Kaizens to aid improvement initiatives.
• Plan and implement customer manufacturing assessments to improve efficiency and profitability.
• Support customers in implementing recommended initiatives.
• Conduct proactive customer calls to build relationships and understand processes and paperboard requirements.
• Represent customers as business partners and preferred suppliers.
• Identify barriers impacting customer retention, communicate concerns and recommendations.
• Use customer needs to set priorities, make decisions, and take actions that create satisfaction and prevent service issues.
• Create options for addressing problems and opportunities to achieve desired outcomes.
• Evaluate business opportunities and target those with the greatest potential for positive results.

• Assist with complaint investigations at customer operations or the mill, determine root causes, implement corrective actions, and maintain gains.
• Act as customer advocate at the mill, ensuring operations understand customer needs as they relate to products.
• Assist in developing appropriate customer‑related board specifications.
• Participate in product development or new product trials and coordinate with customers, operations, sales, and marketing.

• Provide guidance to customers and internal operations to ensure technical skills are sharpened through training and mentoring.
• Offer candid product quality and performance feedback to operations management.
• Lead by example, demonstrating trust and integrity.

• Maintain regular communication and coordination with mill personnel on technical and customer issues.
• Represent the voice of the customer back to the business.
• Provide input for the Division's mission statement and strategies.

• Strong understanding of critical business metrics and ability to leverage data for decisions.
• Strategic thinking with tactical execution.
• Experience leading in a matrixed, collaborative environment to influence change.
• Business curiosity, quick learning, proactive and agile mindset.
• Optimistic outlook for innovation opportunities.
• Experience working with diverse groups, setting vision, strategy, tactics, and delivery.
• Strong change‑management skills, aligning and bringing others along.

• Bachelor's degree in industrial management, engineering, or related field preferred.
• Minimum seven (7) years of Technical/Sales experience required.
• Advanced knowledge of SBS folding carton and/or Food Service required.
• Experience with Cup…