Technical Service Engineer - Aluminum

Job Title: Technical Service Engineer - Aluminum

Department: Quality

Reports To: Field Service Director

Schedule: Works weekdays; plus travel

Salary: $60-$65K without degree; $80K - $100K with degree; $100K - $150K with degree and experience as a metallurgist.

SUMMARY

Reporting to the Field Service Director, the Technical Service Engineer provides customer-facing technical and quality support to optimize the performance of the Client’s aluminum products. The position serves as a technical liaison between customers and the Client’s Technical, Process, and Quality teams, supporting customer trials, quality investigations, corrective actions, audits, and continuous improvement initiatives.

CORE RESPONSIBILITIES

• Develop a strong understanding of the Client’s Aluminum Quality Acceptance Standards and customer-specific quality requirements to support consistent product performance.
• Understand the Client’s Aluminum Quality Claims Policy and customer-specific claims metrics to support timely and effective resolution of quality claims.
• Visit customers regularly to understand their processes, capabilities, product requirements, and end-use applications.
• Coordinate and evaluate customer product trials in collaboration with customer technical and process teams; document results and provide structured feedback to internal Technical, Process, and Quality teams.
• Investigate customer complaints and quality concerns in accordance with the Client’s Quality Management System; support root cause analysis and corrective action activities.
• Present investigation findings, corrective actions, and recommendations to internal stakeholders and customers.
• Review processing history, product defects, prior claims, and other available data to identify potential customer concerns, recurring issues, and quality trends.
• Prepare customer visit reports documenting objectives, participants, key discussions, findings, and follow-up actions.
• Conduct customer and Client warehouse audits in accordance with ISO 9001:2015 requirements, as needed.
• Support audits and quality activities involving outside processors, as required.
• Gather customer and market intelligence, including customer market position, market trends, inventory levels, competitive positioning, and future product requirements.
• Partner cross-functionally with Technical, Process, Quality, and other internal teams to improve product performance, customer satisfaction, and cost competitiveness.
• Follow all company safety requirements and Quality Management System procedures.
• Protect confidential company and customer information.
• Perform other duties as assigned by Management.

CRITICAL COMPETENCIES

• Strong customer focus with the credibility and professionalism to build effective relationships with customers and internal stakeholders.
• Strong technical problem-solving and analytical skills, with the ability to evaluate data, identify trends, and develop practical solutions.
• Ability to build and maintain relationships at multiple organizational levels, both internally and with customers.
• Strong teamwork and collaboration skills, with the ability to work independently and manage multiple priorities.
• Excellent written and verbal communication skills.
• Strong computer skills and ability to communicate technical information clearly to both technical and non-technical audiences.
• Results-oriented approach with a focus on product quality, customer satisfaction, and continuous improvement.

QUALIFICATIONS

• Bachelor’s degree in Metallurgical Engineering, Materials Science, Process Engineering, or a related technical discipline; or 5–10 years of operational and/or quality experience in aluminum rolling in lieu of a bachelor’s degree.
• Experience working directly with customers on technical, quality, product, or process-related issues.
• Ability to analyze technical and quality information and support root cause investigations and corrective actions.
• Ability and willingness to travel regularly to customer locations and work flexible hours when required.

PREFERRED QUALIFICATIONS

• 3 years of technical sales or technical customer service experience, preferably involving aluminum products.
• Experience in aluminum rolling, aluminum manufacturing, or related metal processing.
• Experience with customer quality claims, audits, root cause analysis, and corrective actions.
• Experience working within an ISO 9001 quality management system.
• Experience supporting customer product trials or technical evaluations.
• Ability to lift up to 50 pounds, if required for customer or facility activities.