Technical Customer Services Representative (Contractor)

Phoenix Services is looking for a Technical Customer Services Representative to partner with our customers in the Chattanooga TN area. This independent service representative will coordinate and direct a variety of strategic processes and customer satisfaction projects from start to finish regarding steel / raw material quality and customer manufacturing processes.

To be successful, the “TCS Rep” will need to work very closely focusing on cross-functional areas of product quality, production, sales, and customer service in a manufacturing plant. They will serve as the material “product expert” at the customer location answering questions regarding the material and addressing potential problems/concerns as they arise

Where a product non-conformance is identified, this Representative will lead the site in employing effective problem-solving methodologies to identify root causes and coordinate corrective and preventive actions. This person has both customer and supplier-facing responsibilities; thus the TCS Rep must be skillful in communication, reporting, follow-up, and project management with a sense of urgency to assist in the resolution of quality issues.

This is a long-term role, with a customer requirement of approximately 40 hours per week of onsite presence and remote (from home) documentation support needed. 

This is an Independent Consultant Position. The consultant will work in a 1099/independent partner capacity with Phoenix Group on projects with varying customers.

Project Scope:

• Communicate with internal customers – Drive contact with internal customers throughout the manufacturing process to understand/set expectations, establish timelines, and foster relationships.
• Customer Service – You are the face of the product at the customer location. Work to ensure the customer is satisfied with the material performance and characteristics.
• Manage resources – Coordinate with internal teams and external vendors to identify and allocate the necessary resources for each project.
• Develop project plans – Create detailed plans for each project to outline execution strategy including objectives, schedule, and cost.
• Track and communicate progress – Measure performance for presentation to clients and internal leadership.
• Availability – 35 – 55 hours per week of on-site direct support requested from the consultant.

Desired Expertise and Competencies:

• The ideal consultant will have 2+ years of experience in manufacturing/quality.
• Prior experience in steel making, coatings, processing, and awareness of steel imperfections that affect end-use quality are highly desired and preferable areas of expertise.
• Advanced skillset offerings in time management and task prioritization.
• Ability to identify opportunities for process improvement through data analysis.
• Strong relationship-building skills and ability to work well in a team setting.
• Ability to take initiative and multi-task.
• Excellent written and verbal communication skills.
• Strong computer knowledge and skills; ability to efficiently operate excel spreadsheets and menu-driven programs.
• Very detail-oriented.
• On-call availability/willingness to be in the customer plant at any time to assist in the resolution of problems.
• Appropriate backgrounds include quality, metallurgy, mechanical or manufacturing engineering, tool and die or die maintenance, materials utilization processes, and blanking operations.

Preferred (not required – we will train)

• Experience with carbon steel automotive applications and imperfection
• Experience with coated steels: hot-dipped galvanized, galvanneal, and other
• Knowledge of exposed vs. unexposed material
• Understanding of how and why material quality issues disrupt automotive stamping operation
• Awareness of circle grid analysis, thickness analysis, and stamping problem-solving tools (such as 8D, A3, DMAIC, etc.)