What are the responsibilities and job description for the Customer Technical Service Representative position at Constellium?
Primary Purpose :
The Customer Quality Representative excels in troubleshooting to distinguish between mill-related and customer process-related product issues, offering strategic solutions for optimal outcomes at Constellium. Engages with customers, adeptly delivering crucial information and diplomatically pushing back when necessary, fostering solid partnerships with designated customer plant leadership. Facilitates seamless communication and collaboration with the mill on intricate matters to pinpoint the root causes of customer concerns and grievances.
Key Accountabilities :
- Traveling to customer sites (up to 80% travel), working through approved agenda to resolve issues and proactively prevent reoccurring issues
- Technical troubleshooting of customer processes to determine if metal failure is due to mill issue or customer process
- Communication of plant Lab Reports / 8Ds / CARs - Tailored, technical message for each plant to provide effective information in dispositions / explanations
- Submission of coil samples to plant Metallographic Analyst; delivering detailed information for lab testing to determine disposition
- Dispositioning of HFI coils
- Thorough evaluation of customer plant claims - documentation, evaluation, data input
- Communicate daily updates to the mill regarding customer feedback and / or issues
- Customer trip reports, summarizing key learnings from the visits and transmitting technical information to internal and external customers
- Report on Monthly customer satisfaction based on given criteria and methodology
- Participate in meetings and conference calls as required, acting as voice of the customer and / or voice of the plant as needed
- Small coil accounting - approvals / tracking credit memos
- Utilize problem solving and Six Sigma discipline to identify and eliminate customer issues or concerns
- Develop relationships at assigned customer locations, gather market intelligence for report out, and further develop and maintain Customer Plant Database for assigned locations
- Tasks are carried out in an office setting with minimal exposure to hazards, as well as in a manufacturing environment with noise levels up to 110 dB, presence of oil mist and fumes, and temperatures reaching up to 100°F
Leadership competencies, technical skills requirement :
About Constellium Muscle Shoals :
Constellium Muscle Shoals is a major aluminum sheet supplier for the packaging and automotive markets. The plant has ~1,200 employees and more than 112 acres under room, including five casting units, hot and cold rolling mills, and a slitting and finishing center. Muscle Shoals produces aluminum sheet for use in all three components of beverage cans (body stock, coated end stock, tab stock) and has the capacity to produce over 1 billion pounds per year of finished aluminum coils. The plant also produces aluminum automotive coils to be processed at our CALP line in Bowling Green, Kentucky. Muscle Shoals' world-class recycling center is able to recycle the equivalent of 20 billion aluminum cans per year.
Constellium is an Equal Opportunity Employer :
Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
