From wood to pulp to fiber – this is Lenzing. We weave innovation and respect into sustainability. Our technology inspires the fashion and hygiene industries to make better decisions. We work towards a circular economy and a carbon neutral future, for you and for generations to come.
Technical Customer Service Manager (Nonwovens) - Europe
Purpose & key responsibilities of the role
* The TCS Manager is responsible for the end‑to‑end management of all technical complaints from European customers, as well as supporting TCS/TMD colleagues for other regions.
* The role ensures fast, structured, and well‑documented complaint handling in the CRM system, acting as the single point of ownership between customers and internal stakeholders (Labs, Quality, Production, Sales, R&D).
* The position plays a key role in customer satisfaction, transparency, root cause analysis, and continuous improvement.
* Own and manage all European nonwovens customer complaints in the CRM system end‑to‑end, ensuring full, accurate, and traceable documentation—from initial registration, problem validation, investigation (including lab analysis and cross‑functional root cause analysis with Quality, Production, and Supply Chain) through corrective/preventive actions, technical alignment, final customer reporting, and settlement where required.
* Support technical trials when needed to ensure proper customer processing of fibers.
* Analyze and monitor complaint trends and recurring issues while supporting audits, internal reviews, and management reporting.
* Provide technical support to external partners (primary and secondary customers), to ensure strong positioning of Lenzing fibers.
* Monitor state‑of‑the‑art technology developments and relationship management, with special regard to machine and fiber manufacturers.
Qualifications
* University degree in Textile/Nonwoven Technology, Engineering or similar field.
* Several years of professional experience in the Nonwoven industries with direct customer contacts, complaint management, strong customer orientation and ownership mentality.
* Excellent communication and coordination skills, high level of accuracy, reliability, and organization.
* Resilient and strong negotiation skills across different cultural environments.
* Ability to work both independently and as part of a team, and in a cross‑functional environment.
* Strong analytical skills and comfortable working with programs such as SAP, Microsoft Office & CRM.
* Fluent (C1) in German & English, both speaking and writing.
Benefits
* Flexible working time arrangements within the frame of a flexitime model with homeoffice days and part‑time options.
* In‑house and funded restaurant with garden, serving freshly prepared, organic‑certified warm meals focusing on regional products.
* Various health and sports opportunities such as financial contribution towards gym costs, health check‑ups, physical therapy and more.
* Professional and personal training and further education opportunities in the in‑house education center (Bildungszentrum). Shared designing of your personal career path domestic and abroad.
* A diverse and respectful corporate culture where safety and sustainability matter.
* Monthly gross salary according to collective agreement in the chemical industry based on 38 working hours/week at least EUR 4300, with willingness to overpay – depending on qualifications and experience. Participation in Lenzing bonus system.
* Flexible working time and remote working options.
#J-18808-Ljbffr