Customer Technical Service Representative

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: 

• Bachelor’s degree in Metallurgy, Engineering or related field preferred

• Minimum of 3 years in a heavy manufacturing environment required; experience in rolling strongly preferred

• Some experience in can sheet and/or can/end making a plus

• Working knowledge and application of Six Sigma tools or Statistical Quality Control required; Green Belt certification preferred 

• Ability to write technical reports and tailor the message to appropriate audience

• Experience working in a continuous operations environment 

• Passionate about safety of self and risk awareness 

• Relies on experience, judgment, and data to make quick, calculated decisions to plan and accomplish objectives 

• Result orientation, accountability, negotiation, problem solving, project and change management, and team working/building 

• Good communication, high level of autonomy, collaboration and interpersonal skills are equally important 

• Perform, understand and communicate detailed information analysis and evaluation, and have a good track record working effectively within a team-based environment 

• Direct experience and collaboration with operations and customers 

• Proficiency in MS Office (e.g. Excel, Office, PowerPoint, Word) 

• Ability to quickly learn and work within local IT systems (i.e. SAP, Everest, ETQ) 

Benefits: 

Salary Range $90,000.00 - $130,000.00 

New hires for this position fall within this range and are anticipated to have the opportunity to earn more overtime.  Initial placement within the salary range is based on an individual’s relevant knowledge, skills, and experience for the position.  Constellium is committed to helping our teammates succeed and advance in their careers. 

Other components of this position’s benefits package include: 

• Annual bonus program 

• Generous relocation assistance 

• Vacation, sick time and ten paid holidays PLUS a birthday holiday and personal holiday  

• Onsite Medical clinic, cafeteria, and fitness center 

• Employee assistance program 

• Eligibility to participate in our 401(k)-retirement plan of a dollar-for-dollar company match up to 6% PLUS non-elective contribution of 3% 

• Eligibility to receive medical, prescription drug, vision, and dental care benefits, basic and optional term life insurance coverage, basic and voluntary accidental death and dismemberment coverage, dependent term life insurance coverage, and long-term and short-term disability coverage 

• Supplemental insurance options including Cancer, Critical Illness, Hospital Indemnity and more 

All benefits are subject to the terms of the applicable plans 

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.