Field Customer Technical Service Manager – Central Europe

Field Customer Technical Service Manager

Location – Germany

As Field Customer Technical Service Manager, you will ensure information flow between our manufacturing processes, product management, commercial sales representatives, primary customers and end users. All that to create an improved customer experience, customer loyalty and satisfaction, while generating value for Sylvamo.

You will be responsible for technical communications and ensuring the implementation of quality processes and systems within Sylvamo’s manufacturing facilities (Europe & external).

• Work with Mill Quality Managers & Operational Managers to ensure their quality management and control systems are appropriate for each product and end user customer requirements.


• Work with Mill Quality Managers to develop and maintain a robust customer complaint process. This includes internal and external investigation & quality failure analysis, defining the root cause, and the implementation of corrective actions, as well as ensuring that we have a system to collect, monitor and report claims data to evaluate trends & make overall quality systems improvements as required.


• Oversee mill complaint resolution processes to ensure compliance & effectiveness. This includes complaint data collection, recording root causes and corrective actions, making a communication to the customer, the financial resolution of claims and the issuing of credit notes where appropriate.


• Initiate and attend quarterly quality meetings with the mills and paper productions teams to review complaints, product quality improvement, product development, actions plan and informing production staff of customer expectations.


• Coordinate product qualification requirements related to the start-up of a new paper machine or transfer of products between mills. This includes working with the mill Quality Managers to conduct product testing & evaluate results versus specifications, sending of product to offsite testing (ETC, NATC, customer facilities, etc.), summarizing test results for review by business, and working with mill production teams to determine next steps & trial design.


• Work with Product Management on new product development and support mix improvement strategy.


• Support grade alignment / rationalization for all mills.


• Manage / Assist with the production and updating of product datasheets.


• Provide technical support to sales and marketing, especially on high speed inkjet reel grades.

• University degree in Engineering, or equivalent experience.


• Fluency in verbal and written German, English, Dutch


• Technical / papermaking background with an understanding of Paper & Board products.


• Understanding of Customers and customer needs.


• Knowledge of our customers printing and converting technologies, quality management systems, and statistical analysis.


• Strong communication skills and customer focus.


• Strong problem solving and analytical skills.


• Readiness to travel to customers and mill production facilities is required.


• The ability to influence and drive results with individuals that do not directly report to you.


• Experience working in an international company (would be a plus).