Lead Technical Service Representative - Novelis North America HQ

Company Overview

Novelis is one of the world leaders in aluminum recycling and rolling and a leading sustainable aluminum solutions provider. Driven by our purpose of “shaping a sustainable world together” we work alongside our customers to provide innovative solutions to the aerospace automotive beverage packaging and specialty markets. Headquartered in Atlanta Georgia Novelis has approximately 13000 employees in 32 operating facilities on 4 continents.

Position Overview

The Quality and Technical Services team, located in Atlanta, GA, is seeking a Lead Technical Service Representative, Specialties! This role is responsible for providing leadership and direction to the Novelis organization by functioning as both the Voice of the Customer and the Voice of the Business to the Novelis Specialty Value Stream. The Lead Technical Service Representative supports our Customer Satisfaction, both internal and external, by promptly servicing claims and complaints, problem solving, conducting quality surveillance, and providing technical services to Novelis production facilities, Tolling Service Centers, and customers. The Lead Technical Service Representative is an individual who is responsible for handling questions, comments and complaints regarding product quality and performance. The goal is to provide a positive customer experience, enhance relationships between consumers and our business, and make Novelis the supplier of choice.

Responsibilities

• Complying with Environmental, Health and Safety guidelines while performing Novelis business at customer locations, while traveling, and when visiting Novelis production or laboratory facilities.
• Maintaining customer satisfaction to ensure Novelis market-share and pricing is maintained.
• Responding to customer queries in a timely and accurate way, via phone, email or other communication services. Identifying customer needs and helping customers to interpret and apply quality specifications. Analyzing and reporting customer quality and product performance issues.
• Establishing cooperative relationships and communications with customers, Tolling Service Centers and Novelis production facilities. Acts as a liaison between customers and Novelis management to enhance the overall customer experience.
• Visiting assigned customer locations to provide technical service on a routine basis to support quality investigations and product trials.
• Functioning as the single point of accountability for all complaints from assigned customer locations.
• Supporting metrics for customer satisfaction feedback.
• Managing internal trials, process changes, and process simplification with our customer base as Voice of the Business/cost pressures continue to be a focus point.
• Working with the Novelis North America Quality and Continuous Improvement Team to maintain and advance the quality system using established RCA, 8D, MOC Corrective Action procedures.
• Serving as Novelis point of communication for customer issues to Novelis corporate, Novelis production facilities, Novelis technical facilities (NGRTC), and our customers.
• Provide technical direction for product improvement.
• Document trial activities and customer, processor quality and performance metrics.
• Provide commercial intelligence on customers, processors and competitors.
• Providing technical leadership and support to customers and toll processors on material quality and production performance issues.
• Problem solving and troubleshooting of customer and toller processes to ensure successful use of Novelis material.
• Analyzing material properties, customer returns, and samples for investigation into product quality issues and customer complaints.
• Being accountable for coordinating detailed root cause analysis and corrective action reports to relay on customer issues based upon Novelis corporate or production facility follow-up.
• Functioning as the single point of accountability for Novelis material trials at assigned customer locations.
• Training peers in strong customer service skills.
• Supporting Product Development activities including process improvements within Novelis plants and Toll Service centers.

Minimum qualifications

• Bachelor’s or master’s degree in engineering or business, or other analytical field, and/ or equivalent experience.
• Stamping and Blanking knowledge/background preferred. Along with knowledge of aluminum manufacturing process.
• Excellent communication (oral and written) skills; ability to communicate, lead, and drive performance and change with all levels in the organization.
• Desire to take initiative and develop a pro-active relationship with internal and external customers and suppliers.
• Proven record of success and expanded responsibility within a growing and complex organization
• Must be flexible and able to operate in a fast-paced environment.
• Matrix organization experience
• Ability to organize and prioritize workload; must be able to manage multiple tasks at once without sacrificing attention to detail.
• Strong analytical skills including functional knowledge of statistical techniques.
• Has a good understanding of basic computer skills and the ability to learn how to use proprietary software quickly. Also required to have advanced proficiency in Excel.
• Ability to perform work accurately and independently.
• Strong verbal and written communication skills with the ability to communicate appropriately to peers, operators, and senior managers. A willingness to take a leadership role within work team.
• Can think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
• Willing to travel up to 80% as required.

Preferred qualifications

• Prefer five to ten years of experience in a large complex manufacturing environment, preferably aluminum, casting, rolling and / or recycling.
• Working understanding and practical application with aluminum alloys preferred
• In-depth knowledge of manufacturing process and business policy and practices preferred.

What We Offer:

Novelis' benefits say a lot about how we care for each other. Our employees and their families have many different needs. As a result, our benefits offer choices on many levels and are high in quality, driven by the marketplace, and affordable. In addition to core benefits, we provide these unique to the industry benefits:

• Family Growth Programs: Paid parental Leave, Adoption Assistance, Fertility Treatment, Childcare Discount and Nursing Mom Support
• Employee Assistance Programs: free resources available 24/7 to you and your family in the areas of mental health, family life, and career and financial guidance
• Wellness Programs: incentives for wellness activities, wellness spending account, programs for building healthy habits, virtual physical therapy for joint, back, and pelvic health, health management programs and more.
• Diabetes Management Program
• Pet insurance
• Identity Theft Protection
• PerkSpot Discount Program
• Tuition assistance and career development programs

#LI-NW1

#LI-REMOTE

Novelis’ Global Corporate Headquarters is located in the Buckhead neighborhood of Atlanta Georgia and employs approximately 250 people. It is co-located with Novelis’ North America regional office which employs approximately 225 people. Supporting its 24 operations worldwide Novelis’ corporate office is home to the executive leadership team and global functions that support the automotive beverage can and high-end specialties value streams. The City of Atlanta provides a diverse and family-friendly place to live with countless museums cultural organizations and educational institutions including the Georgia Aquarium Woodruff Arts Center CNN Center Georgia Tech and Mercedes-Benz Stadium. In the Atlanta area Novelis has strong community partnerships with Atlanta Habitat for Humanity GeorgiaFIRST and Agape Youth and Family Center in addition to many local museums and community groups.

Novelis recognizes its talented and diverse workforce as a key competitive advantage. Novelis provides equal employment opportunities to all employees and applicants. All terms and conditions of employment at Novelis including recruiting hiring placement promotion termination layoffs recalls transfers leaves of absence compensation and training are without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal provincial or local laws.

We encourage all potential candidates to follow the protocols below and to be diligent when sharing any personal information:

• Check the job posting is live and valid via our careers page: Careers - Novelis
• Verify any communication with us by contacting our talent team at Careers – Novelis