Technical Product Specialist at Sappi

The main responsibilities of this job are:

Sales and Marketing / Product development

• Provide specialist product knowledge in identifying customer issues and advising customers on solutions that meet customer requirements and customer machine specifications
• Identify and drive opportunities for product development and market share growth for Sappi Southern African and Sappi European products
• Facilitate, attend and manage paper trials at customers for all new Sappi products
• Drive product specification of all new products South Africa and European at converter level, with end-user requirements in mind, together with the relevant Sales Manager
• Apply technical methodology and product benefits in promoting Sappi products and services to current and potential customers
• Support the marketing strategy by providing product training, to influence customer satisfaction and commitment to Sappi products
• Provide information to Sales Managers and Key Account Managers to provide insight into customer needs
• Facilitate and plan customer visits of customer technical personnel to Sappi production facilities and the Pretoria Technology Centre with a focus on relationship building at a technical level

Customer and Personal Services

• Build relationships with customer technical personnel by scheduling regular technical meetings together with relevant Sappi personnel
• Maintain customer technical information through detailed reports on the Customer Relationship Management System (Sales Force) to ensure effective communication on all matters technical with Sappi European counterparts
• Identify and make the most of opportunities to market Sappi’s products through interaction with customer technical personnel
• Raise and record Customer Service Requests (CSR’s), resolving efficiently. Initiate the upliftment and return of sub-standard products by working closely with mill product managers, mill production managers and logistic department. Provide feedback on outcomes to the General Manager
• Respond to customer quality complaints or queries within 24 hours, and provide progressive feedback until the investigation is completed
• Continuous negotiation and interrogation of the settlement value of the customer submitted a claim, to ensure fair resolution of reported technical problem.

Technical and Technical Reporting

• Leverage in-depth technical knowledge in the principles and processes of printing, converting and finishing techniques in providing a service differentiator and value add to all customers
• Liaise/negotiate with relevant Production Managers, Product Managers and Sales Managers to ensure customers receive timeous feedback regarding claims, product development and technical support requests.
• Facilitate technical meetings at all key customers on a quarterly basis with relevant personnel to ensure continuous adherence to Sappi product specifications providing proactive feedback to both South African and European technical personnel
• Review of customer machinery set-up and warehousing standards, provide recommendations in effective print, converting, storage and pre-press of Sappi products.  
• Discuss design and technical features of Sappi products with customer technical personnel
• Advise customers of the correct technique, procedures, and equipment type to the respective Sappi paper grade

The ideal candidate should have:

• Degree or Diploma / NQF Level 6 – 7 qualification in Commerce, Engineering or Manufacturing.
• Specialization in papermaking or printing
• A minimum of 8 years’ experience in paper or print industry
• Experience in paper converting would be advantageous
• Experience at a paper / pulp mill would be advantageous
• Knowledge on the following print techniques: litho sheetfed, litho web, gravure, & flexo

Closing Date: 27th, June 2022