Sylvamo · 1 month ago
Field Customer Technical Service Representative
Memphis, TN, USA
Full-time
Onsite
Mid Level
3+ years expSylvamo is a company committed to sustaining forests and renewing ecosystems while delivering paper products. The Field Customer Technical Service Representative will provide technical service and support to customers in the North American Papers division, ensuring customer complaints are resolved and maintaining strong relationships.
ManufacturingPaper ManufacturingRetail
Responsibilities
Customer Relationship Management: Build and maintain strong relationships with key customers, ensuring their technical needs and concerns are addressed promptly. Proactive and Reactive interactions with customers need to be coordinated with Sylvamo Sales Representatives/ Managers
Technical Support and Troubleshooting: Provide on-site technical support and troubleshooting for customers, resolving issues related to product performance and application
Quality Assurance: Monitor and ensure the quality of products delivered to customers, addressing any quality issues and coordinating with production teams for improvements
Field Service Coordination: Schedule and manage field service activities, ensuring timely and efficient service delivery to customers and coordinating feedback across mills and key stakeholders
Feedback Collection and Reporting: Gather customer feedback on product performance, industry trends, production levels, competitive information, quality, and report insights to internal stakeholders for continuous improvement
Compliance and Safety: Ensure all field service activities comply with industry regulations and safety standards, promoting a safe working environment for both customers and service teams
Sales Support: Collaborate with the sales team to provide technical expertise during customer visits, presentations, product trials and negotiations, helping to secure new business opportunities
Manufacturing Support: Actively participate in various Quality Improvement efforts which include, Quality Systems Audits and observations at Manufacturing and Converting Facilities, and quality teams which are established to support a specific area requiring focus
Qualification
Required
Education: Bachelor's Degree Required
3-5 years of experience in similar roles
Technical Expertise: Understanding of the commodity paper industry, including product specifications, physical paper properties, manufacturing processes, and common technical issues
Customer Service Orientation: Strong commitment to providing excellent customer service, with the ability to empathize with customers and address their needs effectively
Problem-Solving Skills: Ability to quickly identify problems, analyze root causes, and implement effective solutions in a timely manner
Communication Skills: Excellent verbal and written communication skills to clearly convey technical information to both technical and non-technical audiences
Project Management: Strong organizational skills to manage multiple field service opportunities simultaneously, ensuring timely completion and high-quality outcomes
Adaptability: Flexibility to adapt to changing customer needs, industry trends, and technological advancements
Analytical Skills: Proficiency in data analysis to interpret customer feedback, service reports, industry trends, and product performance metrics for continuous improvement
Interpersonal Skills: Strong people skills to build and maintain positive relationships with customers, colleagues, and other stakeholders
Computer Skills: Proficient in Microsoft Office (Teams, PowerPoint, Word, and Excel). Knowledge of PPR Web Apps, SAP CRM, and Business Warehouse a plus
Travel Readiness: Willingness and ability to travel frequently in multi-state territory to meet with customers and provide on-site support
Preferred
3-5 years of experience in industry or similar industries preferred
Benefits
Medical
Dental
Vision
Disability
Life insurance
401(k) plan with matching company contributions
Paid time off
Paid holidays per year
Company
Sylvamo
Sylvamo specializes in manufacturing of a wide variety of papers like printing paper, specialty papers, converting papers, and others.
5001-10000 employees
H1B Sponsorship
Sylvamo has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (4)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
John Sims
SVP and CFO
V
Vincent Miraglia
Associate General Counsel: North America and Labor & Employment
Recent News
MarketScreener
2025-12-18
thefly.com
2025-12-18
2025-12-17
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