About RYAM

RYAM is a global leader of cellulose-based technologies, including high purity cellulose specialties, a natural polymer commonly found in filters, food, pharmaceuticals and other industrial applications. The Company also manufactures products for paper and packaging markets. With manufacturing operations in the U.S., Canada and France, RYAM employs approximately 2,500 people and generates approximately $1.4 billion of revenues. More information is available at ​https://ryamglobal.com

RYAM’s intellectual property and manufacturing processes have been developed over 90 years, resulting in unique properties and very high quality and consistency. RYAM is consistently ranked among the nation’s top 50 exporters and delivers products to 79 ports around the world, serving customers in 20 countries across five continents.

At RYAM, we’re shaping the future of talent.

RYAM has a specific purpose…to be the world’s leading manufacturer of renewable products, including paper, packaging, and high purity cellulose. We want smart, innovative people who can find new ways to solve challenging problems. We need talented professionals across multiple disciplines who want to contribute to the company’s mission and advance its vision, while also shaping its future.

The Manager, IT Field Services functions as an employee, coach, mentor and technical lead for the U.S. and Canada field service technicians. Provides oversight for business relationship management for the following sites: HQ, Jesup, Fernandina, Chip mills, London, Shanghai, Tokyo, Temiscaming and Montreal.

How you’ll shape the future of the IT Field Services Team:

• Employee technical skills, performance and development plans. Expectations include:
  • Monthly 1x1 meeting with each employee.
  • Compensation reviews with employee at least once per year.
  • Review/Align on development plan with employee at least once per year.
  • Regular team meetings.
  • Employees are certified for on-call capabilities.

• Manage HQ, Jesup, Fernandina, chip mills, London, Shanghai, Tokyo, Temiscaming and Montreal site relationships. Expectations include:
  • Attend site leadership meetings once per month.
  • Site management sees you as their primary point of contact.
  • Identify upcoming projects from site and make IT management aware.
  • Foster cross-functional collaboration between IT and other business units to support operational excellence.

• Provide technical oversight for all sites and technicians. Expectations include:
  • All on prem hardware, software and data centers. Including end-user lifecycle and OS lifecycle.
  • Ensure field services operations adhere to cybersecurity policies and best practices.
  • Onsite critical spares inventory.
  • Backup and recovery of on-prem systems.
  • End user software licensing.
  • Site license compliance and support agreements.
  • Office 365 end user licensing.

You’ll be someone who can bring:

• BS in Computer Science, Computer Technology, Engineering (EE, ME or ChE) or Business Administration or equivalent experience
• 5+ years of experience in the area of customer and/or technical support and management.
• Manufacturing industry experience preferred.
• Above average IT skillset. Above average written and oral communication skills and strong interpersonal skills.

Why you’ll love working for RYAM:

• Competitive pay
• Medical, Dental, Vision
• Short term / Long term disability
• Bonus / Merit
• Life insurance (Company paid & Voluntary)
• Company paid Employee Assistance Program (EAP)
• Tuition reimbursement
• Wellness reimbursement
• Retirement plan

EOE/Vet/Disability