YOUR MANDATE
The Quality & Technical Support Specialist plays a key role in ensuring customer satisfaction and product excellence within our Commercial/Paper division. This position combines technical expertise, investigative skills, and customer interaction to resolve quality issues, manage claims, and support both internal teams and customers with technical guidance. This role requires collaboration with production, sales, and support teams to drive continuous improvement and uphold the highest quality standards.
Title: Quality & Technical Support Specialist – Paper Division
Location: Based in DePere, WI, USA or Saint-Jérôme, Qc, Canada
Job type: Full time, 8-hour shift
KEY RESPONSIBILITIES
- Serve as the primary technical contact for customers regarding product quality, handling inquiries and providing expert guidance.
- Investigate quality concerns, coordinate sample analysis with mills or internal teams, and determine appropriate resolutions.
- Manage claims and documentation in enterprise systems, maintaining accurate records and ensuring timely follow-up with customers.
- Conduct site visits to customer locations when necessary to address issues, provide technical support, and generate field reports.
- Collaborate with internal teams to identify trends, recommend process improvements, and support continuous improvement initiatives.
- Provide input on product handling, storage, and application to ensure optimal performance and customer satisfaction.
- Support internal training, technical bulletins, and documentation to strengthen knowledge sharing and team capabilities.
QUALIFICATIONS
- 5+ years of experience in the paper industry (paper and ink)
- Strong customer service, communication, and problem-solving skills.
- Experience in quality support, technical service, or claims management, preferably in paper or related industries.
- Proficiency with Microsoft Office and enterprise systems (e.g., AX).
- Ability to travel to customer sites as required.
- Strong organizational skills with attention to detail and the ability to manage multiple priorities.
Sustana provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.