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Technical Customer Services Manager
3 months ago
Technical Customer Services Manager - Sittingbourne - Up to £55,000
About the company
We are working with an established, fast-paced manufacturing business who are currently looking to recruit an experienced Technical Customer Services Manager to join their team in the Kent area.
Working closely with key stakeholders within the business and key customers, this role is focused on providing Technical Support to all speciality products produced at site while also being the Voice of the Customer within the Operations.
In addition, this role will also support the development and on-going support of speciality products within other mills. Speciality includes products such as Plasterboard Liner, Bags, Coils and some External Sales.The role is critical in ensuring the continued performance of speciality products in a challenging and demanding environment.
Technical Customer Services Manager - The Rewards
- Salary up to £55,000
- Company benefits
Technical Customer Services Manager - Requirements
- Technical Expert within the paper industry with a particular focus on the support and development of industrial papers.
- Must have significant and suitable experience in the detailed technical field of the Paper Industry &/or Plasterboard Liner conversion. Other technical support experience of complex industrial products may also be suitable.
- Wellconnected in industry with the ability to form strong and mutually beneficial relationships.
Technical Customer Services Manager - Responsibilities
Financial Responsibility/Cost Control
- Will be responsible for approving claims on the PMS claims management system must have a good overview of the SODA responsibilities and financial implications resulting from approval.
- May, at times, entertain customers so will be expected to complete detailed expenses claims in line with company policy.
Customer
- Numerous interfaces with our Customers at both a Senior and Technical level. To be experienced in representing the company in a professional manner.
- Liaise with external printers on speciality 'printed' Plasterboard Liner, ensuring technical aspects are being met and quality maintained to customer's requirements.
Health, Safety & Environmental
- To demonstrate Safety Leadership proactively
- Responsible for ensuring their own activities are conducted following a robust Risk Assessment.
- Will actively report Safety Concerns through the correct channels.
- Must have a good understanding of the sustainability challenges facing our business and our customer expectations.
Customer, Product & Quality
- To ensure that our Product and its Performance & Quality are considered at every stage of project design and deployment.
- Own & manage the speciality product specifications keeping them uptodate and signed off by the Mills & Customers. Drive opportunities for savings or rationalisation.
- This is a customer facing role where mutually beneficial relationships are to be developed & strengthened this role will be responsible for leading customer & product review meetings and be confident to take actions & deliver in the agree timeframe.
- Become a prime link with the Service Centre, Logistics and Sales teams to enable coordinated developments that fit the Company's Corporate Plan and to ensure the customersupplier relationship is enhanced with the right products performing at the rightlevel.
- Develop a visit plan to key customer to enable routine feedback from endusers provide regular detailed reports to all stakeholders as required.
- React swiftly to priority claims at customer and visiting at short notice, when required, in order to minimise the impact on both the customer and the business.
Continuous Improvement
- Take the lead in driving the continuous improvement of speciality products by attending detailed internal technical reviews.
- Own the development of our customer relationships by organising and chairing regular Technical reviews with the critical technical decision makers within our key customers. Manage the output from these meetings and track actions to closure.
- Manage the tracking & closure of technical claims/concerns raised either formally through the claims handling procedures or informally through frequent customer contact.
Project Management
- Using the business Delivery Framework, proactively manage projects, when necessary, to provide a detailed breakdown of tasks and a clear report each month or as required.
