Pixelle Specialty Solutions™ - Spring Grove Paper Mill, is the largest specialty paper company in North America, with fully integrated pulp and paper operations in Chillicothe, Ohio, Spring Grove, Pennsylvania, Stevens Point, Wisconsin and a coating operation in Fremont, Ohio. Supported by an experienced product development team, Pixelle excels in designing customized solutions that help customers bring new products to market. With a long history of leadership in the paper industry, Pixelle delivers the most comprehensive portfolio of specialty papers to help you meet today’s challenging demands.

The Product Assurance Engineer I participates in all aspects of the customer complaint resolution process of Pixelle’s Spring Grove mill. The position is also responsible for learning and understanding the functions of the Mill and providing service regarding product improvement. 

 Role and Responsibilities 

• Supports policies and practices of Pixelle. 
• Assures customer satisfaction with Pixelle. 
• Apply policies outlined within Pixelle’s Product Guarantee and Claims Manual.
• Suggests improvements to Product Assurance Policy.  
• Administers the Customer Complaint System for Pixelle’s Spring Grove mill.
• Receives and accepts customer complaints; investigates complaints; responds to complaints; maintains data in complaint system.
• Communicates complaint issues throughout the organization; authors comprehensive investigation summaries; Adheres to ISO9001 QMS Operational Procedure Q Op-PA-01. 
• Initiates return authorizations and return of paper notices.  
• Initiates customer credits.  
• Interacts with customers and their facilities.  
• Participates in quality review sessions. 
• Participates in product improvement projects. 
• Interfaces with production facilities. 
• Supports the Product department. 
• Learns the paper, printing, and converting process. 

• Bachelor’s degree from four year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience. 
• Demonstrated troubleshooting abilities. 
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. 
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• To perform this job successfully, an individual should have a working knowledge of Microsoft Operating Systems, Microsoft Office, and other departmental specific software.

Key Competency Areas 

• Analytical aptitude 
• Decision making aptitude  
• Technical aptitude 
• Process aptitude  
• End user process aptitude  
• Understanding customer needs  
• Communication skills - written and verbal  
• Organization skills 

Work Environment And Physical Demand 

• While performing the duties of this job, the employee is occasionally exposed to wet or humid conditions (non-weather); work near moving mechanical parts; fumes or airborne particles; toxic or caustic chemicals; risk of electrical shock and vibration.  

• The noise level in the work environment is usually quiet. The specific job duties that are affected by the environmental conditions listed above encompass one third of the office setting. 

• While performing the duties of this job the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.  

• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus. This employee must also possess color vision and have the ability to identify and distinguish color. 

The position described here is representative of the duties, requirements, and demands that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Competitive healthcare benefit package and 401k match.