Description
Customer Service Technician
Buckman – West Monroe, LA
Location: West Monroe, LA
Language: English
Travel: up to 75%
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 delivers exceptional service and innovative solutions to our customers globally in the pulp and paper, leather, and water treatment sectors to help boost productivity, reduce risk, improve product quality, and provide a measurable return on investment.
Position Summary
This role ensures the effective application and performance of Buckman’s chemical solutions—focused on sizing, retention, drainage, and overall product quality. The position is responsible for process optimization, laboratory testing, reporting, equipment oversight, and administrative support. It plays a key role in maintaining continuous operations, driving improvement initiatives, supporting commercial growth, and upholding strict safety and compliance standards.
Key Outcomes/Responsibilities
Outcome: Optimize Chemical Application and Process Performance
Actions:
- Perform daily lab testing to monitor process variables (e.g., pH, conductivity, retention).
- Adjust chemical dosage and applications to ensure optimal product quality.
- Conduct weekly process evaluations and submit reports to customers and internal teams.
- Monitor wet end variables and implement improvements to maintain performance.
- Identify opportunities for process enhancement and operational efficiency.
Outcome: Ensure Equipment Reliability and Inventory Readiness
Actions:
- Perform preventive maintenance and equipment inspections to avoid downtime.
- Support equipment setup and calibration for new chemical applications.
- Execute minor repairs or escalate larger maintenance needs to ensure operational continuity.
- Monitor and manage chemical and equipment inventory to prevent supply interruptions.
Outcome: Deliver Outstanding Customer Support and Service
Actions:
- Provide technical support to the customer without causing production losses.
- Communicate with customers to understand concerns and recommend solutions.
- Support product trials and the implementation of new technologies with project teams.
- Collaborate with Sales and Account Managers to identify new business opportunities through data insights and testing.
Outcome: Maintain Accurate Documentation and Reporting
Actions:
- Record lab results, equipment inspections, service activities, and operational data accurately.
- Support administrative responsibilities including service reports.
- Provide detailed and timely reports to both internal and external stakeholders.
Outcome: Champion Safety, Compliance, and Knowledge Sharing
Actions:
- Adhere to Buckman and customer safety policies, including HCAS and stewardship standards.
- Complete Behavior-Based Safety (BBS) to encourage a culture of safety awareness and accountability.
- Conduct Job Safety Analysis (JSA) to proactively identify and mitigate workplace hazards.
- Promote and facilitate Behavior-Based Safety (BBS) programs to encourage a culture of safety awareness and accountability.
- Follow proper protocols for sample handling and chemical safety.
Provide training to customers on the safe use of equipment and chemicals.
Basic Qualifications
- Education Requirements: Associate degree
- Job Experience: 4 - 6 years
- Ability to relate to people
- Knowledge of paper machines
- Knowledge of chemical applications
Competencies
- Customer Focus - Building strong customer relationships and delivering customer-centric solutions
- Manages Conflict - Handling conflict situations effectively, with a minimum of noise
- Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
- Situational Adaptability - Adapting approach and demeanor in real time to match the shifting demands of different situations
We appreciate the interest of recruitment partners, but we are not engaging external agencies for this role.
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