Sr Technical Service Rep
Novelis Corporation

Position Overview

The Senior Technical Service Representative, Specialties position has the primary responsibilities of providing leadership and direction to the Novelis organization (NNA) by functioning as both the Voice of the Customer and the Voice of the Business to the Novelis Specialty Value Stream.

This role supports NNA Customer Satisfaction 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 ultimate goal is to provide a positive customer experience, improve relationships between customers and NNA, thereby making Novelis the supplier of choice.

At Novelis, our people are our greatest asset! We embrace diversity to see real world problems through various lenses, and make breath through technology possible. Our family oriented atmosphere encourages and enables employees and their families to give back to their communities through numerous volunteer events. We also work with non-profit partners, local schools towards making communities safer, and growing recycling by consumers. Novelis also supports Science, Technology, Engineering, and Math (STEM) education initiatives. We operate in a strong and encouraging environment, with opportunities to be part of our employee mentorship programs to guide you through your career.

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Responsibilities

• Complying with Environmental, Health and Safety guidelines while performing Novelis business at office, customer locations, while traveling, and when visiting Novelis production or laboratory facilities.
• Maintaining customer satisfaction to ensure Novelis market-share and pricing is maintained
• Functioning as the single point of accountability for complaints originating from assigned customer locations by working with B&C Claims representative through disposition.
• Responding to customer queries and concerns in a timely and accurate way.
• Establishing cooperative relationships and communications with customers, Tolling Service Centers and Novelis production facilities.
• Acts as a liaison between customers and Novelis management in order to enhance the overall customer experience.
• Managing internal trials, process changes, and process simplification with our customer base.
• Working with the Novelis North America Quality and Continuous Improvement Team to maintain and advance the quality system through the use of established RCA, 8D, MOC Corrective Action procedures. This will include both leading and/or being a member of cross functional teams at NNA facilities as needed.
• Serving as Novelis point of communication for customer issues to NNA.
• Provide technical direction for product improvement.
• Document trial activities for NNA and customers.
• Provide commercial insight for customers, processors and competitors.
• Providing technical leadership and support to customers and toll processors.
• Problem solving and troubleshooting of customer and toller processes to ensure successful use of Novelis material.
• Functioning as the single point of accountability for Novelis material trials at assigned customer locations.
• Training customers, and peers, in Aluminum 101 and associated progressive training sessions.
• Supporting Product Development activities including process improvements within Novelis plants and Toll Service centers.
• Continuous availability to NNA and customer representatives for meetings and/or day to day questions or concerns that may arise.

Responsibilities & Qualifications
Qualifications:

• Bachelor's or master's degree in Engineering or Business, or other analytical field, and / or equivalent experience.
• 8-10 years of experience in a metals-based manufacturing environment required. Working understanding and practical application of aluminum alloys preferred.
• Stamping, blanking, and roll forming knowledge a plus.
• Understanding of thermally cured coatings and experience on a paint line a plus.
• Excellent communication (oral and written) skills; ability to communicate, lead, and drive performance and change with all levels in the organization.
• Ability to develop and make group presentations.
• 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
• Ability to organize and prioritize workload; must be able to manage multiple tasks at once without sacrificing attention to detail. Autonomous work ethic is a must.
• Strong analytical skills including functional knowledge of statistical techniques.
• Has a good understanding of basic digital literacy and the ability to learn how to use proprietary software quickly. Also required to have advanced proficiency in Excel.
• Willing to travel up to 80% as required

Location Profile

Novelis' Novi office is located twenty-five miles northwest of the heart of the motor city. Its 50+ employees provide dedicated commercial technical and recycling teams for Novelis' growing automotive customer base. Novi is also the location of the company's newly announced Customer Solution Center which will accelerate innovation between Novelis and automakers for the next generation of vehicle design. As one of the fastest growing cities in Michigan Novi offers a host of destination shopping and specialty expos fine dining options and outdoor recreation activities. Our Novi team is a key sponsor to community events such as Habitat for Humanity and local schools with its FIRST Robotics team and STEM education programs.

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