Manager, Technical Customer Service

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

We are looking for a remote Technical Customer Service Manager join our team in Naperville, IL.

Greetings from your future manager

If you are technically focused and like assisting customers in achieving their goals this is the position for you. In the role of Technical Customer Service Manager, you will be part of a close-knit team working in a flexible environment that ensures our printer partners and customers get the most out of our products. Our goal is to provide world class technical customer service to a diverse group of printers and customers in the US, Canada and Mexico from our home-based offices around the US. - George Shields, Director, Technical Customer Service, North America

What you will do

• Oversee paper performance for assigned customers and printers

• Provide trouble shooting for assigned customers and printers, this includes investigation and analysis which improves the performance of UPM paper

• Leverage technical expertise to minimize financial damage and impact to UPM

• Facilitate the claim process including negotiations

• Educate end users with respect to new products, business and technology

• Actively communicate and collaborate with various partners including customers, printers, sales and UPM mills

• Provide accurate and timely reporting to customers, printers, sales and UPM mills.

• Develop and maintain relationships with assigned accounts

• Identify leads and opportunities during discussions with assigned accounts

• Advise UPM mills regarding general market conditions and mill performance

• Lead trial runs, this includes determination of runs and ensuring runs are accurate and correct

• Collaborate with TCS team, claims team and customer service team to improve the process of managing customer complaints and claims processes

Who you are

• You have a relevant commercial or engineering degree and technical understanding of complex products 

• You have sales skills, product, application and process knowledge in paper, and experience in the paper industry and market 

• You have good communication and interpersonal skills 

• You are commercially minded and excel at networking with others 

• You are familiar with working in matrix organization 

• You are decisive and results oriented 

• You are agile in the face of change 

This is what we offer to you

• A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils. Our work is impactful and transformative.

• A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

• Comprehensive benefit package: UPM’s benefit package includes medical, dental and vision insurance, paid time off and a 401(k) retirement plan. 

Learn about our Rewarding and our Ways of working.

Additional information

Location: Naperville

The position is fully remote.

UPM Naperville is home to UPM’s North American paper business. The sales organization is comprised of external sales and technical customer service. The regional Supply Chain organization consists of customer service, planning, logistics and analytics. These teams are responsible for selling and servicing both locally made and imported paper. 

Are you interested? Please apply via the link above and attach your CV and cover letter by January 2, 2024. 

Please note that we are going through the applications already during the application period, and you may be contacted already before the application deadline.

If you have any technical issues with submitting your application, please contact our HR Service Center at careers@upm.com or +13313309340.

Only candidates authorized to work within the United States without sponsorship will be considered. 

This Job Description is intended to be a guide and is not intended to be a contract of employment, explicit or implicit. All contents are subject to change at the sole discretion of the company. Cooperation is expected of all employees. Other duties may be assigned as needed.

UPM North America is an Equal Opportunity Employer. 

As a leading company in the paper industry, we drive the value of paper as a sustainable medium of trust, impact, learning and inspiration. UPM Communication Papers offers the industry’s widest portfolio for newspaper, magazine, marketing and book printing as well as for home and office applications. Our high performing papers and service concepts add value to our customers' businesses, while actively fulfilling demanding environmental and social responsibility criteria. With headquarters in Germany, UPM Communication Papers employs approximately 6,000 people and has 11 modern paper mills globally. Our annual production capacity is 4.9 million tonnes of graphical paper. More about us and our products at www.upmpaper.com

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