Summary:  Highly skilled technical resource for Sappi customers and employees, who understands Sappi products and customer needs, provides distinctive technical service (proactive and reactive) to customers, and represents the voice of the customer internally, to ultimately drive profitable Sappi business across all grade lines.

Responsibilities:

• Contribute technical knowledge, experience, problem-solving techniques, and field contacts for Sappi paper products made in the US and Europe to Sappi leadership, sales, marketing, manufacturing, product development, and the customer solutions team.

• Work closely with sales team to develop strong, respectful, and mutually beneficial relationships that assist in building strong customer relations while developing and maintaining strategic growth and product profitability.

• Address problems with Sappi products and utilize all necessary tools, problem-solving skills, and resources that drive long-term solutions and continuous product improvement.

• Utilize the results of printing system analyses, product evaluations, and mill feedback to identify root causes of problems; Develop viable recommendations and solutions to be presented to customers in a coherent and positive manner.

• Engage industry co-suppliers, fellow tech reps, Sappi colleagues, and other resources to expand printing and converting knowledge and help solve joint customer problems.

• Develop material and conduct educational presentations and workshops on printing, converting, and appropriate paper topics for customers and Sappi employees.

• Advise sales and claim analysts on reaching fair settlements on quality and logistic complaints; Follow up with customers on mill feedback and product evaluation work that occurs.

• Work closely with QPS (claims analyst team) to communicate issues and provide appropriate evidence, information, and documentation for quality and logisitcs customer claims. 

• Represent the customer’s voice during initiatives with manufacturing, product development, and marketing; Provide insight on customer expectations and product performance. 

• Act as a role model for safety in thought, word, and behavior.

Management:    No direct reports

Minimum Education, Skills, and Knowledge Requirements:

• Minimum of 7-10 years experience in the printing or paper converting industry (or related experience)

• BA/BS degree preferred, printing or packaging education a plus

• Able to work autonomously with little supervision

• Excellent communication, interpersonal, and troubleshooting skills

• Strong customer focus and sensitivity; demonstrated ability to resolve conflict

• Able to work with and influence people at all levels of an organization, both inside and outside Sappi

• Expected to travel at least 60% of the time; primary area of responsibility to be discussed, with other travel opportunities to travel throughout the US

• Must have authorization to permanently work in the United States

• Proficient in Microsoft Office Suite