Solutions and Customer Delivery Manager

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Job Success Profile

Solutions and Customer Delivery Manager

Buckman is a privately held, global specialty chemical company with headquarters in Memphis, TN, USA, committed to safeguarding the environment, maintaining safety in the workplace, and promoting sustainable development. Buckman works proactively and collaboratively with its worldwide customers in pulp and paper, leather, and water treatment to deliver exceptional service and innovative specialty chemical solutions to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment. Buckman is in the middle of a digital transformation of its businesses and focused on building the capabilities and tools in support of this.

Location

• Memphis, TN, USA

Language

• English

Travel

• 50%+

Objective of the Position

The Solutions and Customer Delivery Manager is dedicated to delivering excellence across three key pillars for the targeted customer base:

• project and trial planning, support and management,
• application expertise,
• and customer service oversight.

This role leads project and trial execution for chemical applications, manages and coordinates Solution Engineers, and supports Customer Delivery Technicians (CDTs) across key targeted mill locations. The role requires in-depth technical expertise, effective resource coordination, and proactive troubleshooting to drive customer satisfaction, expand business opportunities, and meet IP's contractual service requirements.

Key Responsibilities:

• Develop and oversee comprehensive plans for chemical application trials, ensuring defined scope, objectives, resources, and budget.
• Conduct Requirement and Alignment (RAT) discussions with sales and mill teams; organize Transition Workshops where necessary.
• Collaborate with mill-specific sales teams, Solution Engineers, and relevant stakeholders to create detailed project evaluation plans.
• Execute and monitor chemical trials and TCO projects, ensuring alignment with project timelines, budgets, and deliverables.
• Track and evaluate trial performance, address issues, and provide technical recommendations based on findings.
• Conduct post-project / trial evaluations, document results, and participate in closure meetings with mill stakeholders.
• Maintain a comprehensive project tracking sheet, providing regular updates to all stakeholders and ensuring timely project closure.
• Oversee and deploy Solution Engineers to prioritize projects, support mill troubleshooting needs, and address specific application requirements.
• Manage Customer Delivery Technicians (CDTs) for on-site mill services, aligning CDT duties with mill-specific service levels at the target customer base.
• Recruit, onboard, and provide training to new Solution Engineers and CDTs, facilitating continuous development through internal and external training programs.
• Assess and select suitable chemical applications tailored to specific paper production processes or delegate tasks to Solution Engineers.
• Optimize chemical applications to enhance production efficiency, paper quality, and cost-effectiveness, while driving TCO initiatives with the Solution Engineers and the CPT/TCO Specialist.
• Troubleshoot chemical application issues, conducting joint workshops with sales, Solution Engineers, and mill stakeholders as required.
• Stay updated on industry advancements in chemical applications, incorporating new technologies and methods into projects.
• Collaborate with Buckman's R&D and subject matter experts to implement best practices and share technical insights across the team.
• Deliver targeted training programs on chemical applications and trial management for team members and stakeholders, strengthening technical expertise within the team.
• Conduct service audits at key mill sites to ensure compliance with contractual service levels and address mill-specific service needs.
• Facilitate Requirement and Alignment (RAT) discussions and service workshops as required for mill-specific requests outside standard bid specifications.
• Ensure CDTs are effectively supporting the sales team and fulfilling customer service needs at the mill level.
• Partner with R&D, sales, quality control, and Field Support Managers to support complex projects and trials.
• Engage stakeholders by clearly communicating project status, trial results, and recommendations.
• Work closely with the Field Support Manager to meet key project, trial, and application needs, including CSE requirements.

Qualifications

• Education:
  • B.S. or M.S. in Chemical Engineering, Chemistry, Pulp & Paper, or related field preferred; advanced degrees or certifications are a plus.
• Experience & Certifications:
  • 10+ years in the pulp and paper industry or as a chemical supplier to the industry.
  • Proven project management experience, ideally in pulp and paper, with a PMP or similar project management qualification preferred.
  • Experience with project management tools (e.g., MS Project, Asana, Trello).
• Skills & Competencies:
  • Strong leadership, communication, and stakeholder engagement skills.
  • Ability to troubleshoot complex issues, apply innovative solutions, and manage cross-functional teams.
  • Technical proficiency in chemical applications and project tracking, with a results-driven approach to customer satisfaction.

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