Technical Customer Support - TCS (Contractor)

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

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-facing and supplier-facing responsibilities; thus, the TCS Rep must be skillful in communication, reporting, follow-up, and project management and must have 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.
• Safety Requirements - Understands and follows all safety protocols at work facilities. Wear all required PPE in the plant facility.
• 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. Assist with sorting and sample retrieval when necessary.
• Manage Resources - Coordinate with internal teams and external vendors to identify and allocate the necessary resources for each project.
• Track and Communicate Progress— Measure performance for presentation to clients and internal leadership. Maintain an internal tracking sheet and distribute it to appropriate individuals weekly.
• Availability - 40 hours per week of on-site direct support requested from the consultant. 

Required 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.
• Press and Diemaker experience.
• 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.)

 

The Phoenix Group and its affiliated companies provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, 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.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.