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Lead Aluminum Technical Service Representative
2 months ago
We are seeking a highly skilled and experienced Lead Technical Service Representative to join our team at Novelis North America HQ. As a key member of our Quality and Technical Services team, you will be responsible for providing leadership and direction to our organization by functioning as both the Voice of the Customer and the Voice of the Business to our Specialty Value Stream.
Key Responsibilities- Customer Satisfaction: Promptly service claims and complaints, problem solve, conduct quality surveillance, and provide technical services to our production facilities, Tolling Service Centers, and customers.
- Technical Leadership: Provide technical direction for product improvement, analyze material properties, customer returns, and samples for investigation into product quality issues and customer complaints.
- Communication: Establish cooperative relationships and communications with customers, Tolling Service Centers, and Novelis production facilities, and act as a liaison between customers and Novelis management to enhance the overall customer experience.
- Problem Solving: Troubleshoot customer and toller processes to ensure successful use of Novelis material, and analyze and report customer quality and product performance issues.
- Root Cause Analysis: Conduct detailed root cause analysis and corrective action reports to relay on customer issues based upon Novelis corporate or production facility follow-up.
- Training and Development: Train peers in strong customer service skills, and support Product Development activities including process improvements within Novelis plants and Toll Service centers.
- Education: Bachelor's or Master's degree in engineering or business, or other analytical field, and/or equivalent experience.
- Experience: Five to ten years of experience in a large complex manufacturing environment, preferably aluminum, casting, rolling, and/or recycling.
- Skills: Excellent communication (oral and written) skills, ability to communicate, lead, and drive performance and change with all levels in the organization, and strong analytical skills including functional knowledge of statistical techniques.
- Travel: Willing to travel up to 80% as required.
- Competitive Compensation: We offer a competitive salary and benefits package.
- Opportunities for Growth: We provide opportunities for professional growth and development.
- Diverse and Inclusive Work Environment: We strive to create a diverse and inclusive work environment.
