• Technical Support Manager

    Job Locations US-WI-Neenah
    Job ID
    2018-1640
    # of Openings
    1
    Category
    Customer Service
  • Overview

    The Technical Support Manager position provides technical support for Fine Paper and Packaging customers. This includes researching and dispositioning customer product claims, internal and external technical support, and supporting Operations, Supply Chain and Sales Teams. 

    Responsibilities

    • Facilitate problem resolution to meet customer demands and department objectives.
    • Direct customer and end customer contact to efficiently process and resolve submitted customer claims according to established guidelines.  
    • Travel to provide on-site customer support, as needed, to assist in resolving product complaints.
    • Educating our internal teams on our technical standards.  
    • Minimize claims risks by working as a conduit between Operations leadership and Customers to resolve and limit future claim exposure.  
    • Continually improve procedures that gain efficiencies with claims management and managing customer facing activity.
    • Understanding of competitive landscape.
    • Build strong working relationships with key customers; Customer Service, Sales, and Operations.
    • Log and update all claims submitted in data base for tracking and metric reporting.

    Qualifications

    • A Bachelor’s degree or equivalent work experience.
    • 2 years of customer facing experience
    • 5 years of technical service experience or relevant printing experience
    • Demonstrate personal credibility through strong communication skills, achieving results, and trusted relationships with others.
    • Willingness to challenge the status quo and facilitate different perspectives to drive solutions.
    • Familiarity with Oracle ERP system a distinct plus.
    • Excellent communication skill, verbal and written

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