Technical Service Representative

Responsibilities

The Technical Support Representative acts as the first point of contact and provides a link between the customer and the appropriate departments within our company on technically related matters.

The Technical Service Representative is a critical role in the delivery of our value promise to our existing and evolving customer base. He/she, in coordination with the commercial representative, represents the primary point of contact and resolution to our customers.

Provides support to the customers and works with the resources at the company to resolve issues that may occur. Promotes our company to the industry and to our customers. Provides support through all necessary and appropriate communication methods including development of training programs.

• Writes tank reports and advises on customer issues as the lead of the Resin and Varnish Analysis program.
• Assist in testing of customer tank samples, adjustments to customer tanks and reporting of sample results and recommendations.
• Responds to customer inquiries in a timely manner for technical support, information and complaints.
• Organizes and implements testing of products for known or suspected problems.
• Communicates questions/problems to other internal groups for follow-up, as appropriate.
• Communicates regularly with the Research & Development, Sales & Marketing, Customer Service and Quality Services departments in areas of product testing, product failures, and product quality.
• Develop personal skills and product knowledge to more effectively carry out assigned responsibilities.
• Provide technical support needed to assist the Commercial Group including customer visits when required. This includes providing samples and current information as necessary in support of new business growth.
• Develop and support training programs for distribution partners to facilitate new business growth.
• Regularly report and review with management the status of customer problems or issues.
• Assist in maintaining ISO/TS 16949:2002 certification as required.
• Assist the organization to create a safe and healthy working environment by working safely, using equipment provided and following instructions given for health and safety purposes and immediately reporting any unsafe working practices or hazardous working conditions.

• Business growth with new and current product offerings with existing and new customers.
• Participation in industry-related forums to promote ELANTAS technology.
• Customer visits to support commercial objectives and growth.
• Training programs to support distribution partners in growth areas.
• Measure of successful completion vs requests received.

• 4-year bachelor’s degree in chemistry or related engineering field.
• 3 years related experience.

• Excellent oral and written English communications skills, both written and verbal.
• Ability to work collaboratively with all relevant internal and external stakeholders in an international business environment.
• Driven, self-motivated individual.
• Be flexible, proactive and be self-disciplined.
• Sensitive to cultural differences.
• Good interpersonal skills and result orientation.
• Ability to perform multiple tasks at any given time.
• Ability to demonstrate and foster safe working behavior in the team.