Customer Technical Service (CTS) Specialist - Industrial

NewMarket Services Corporation•Richmond, VA

4d•$81,000 - $113,000•Onsite

About The Position

Provide expert technical support to Sales and interface with customers as required in order to meet their technology and approval needs. This is a fully competent individual with regular customer interface and project management duties.

Requirements

Bachelor’s Degree in Chemistry, Chemical/Mechanical Engineering or related field
Demonstrated understanding of CTS functions and application of best practice standards and techniques typically acquired after at least 5 years of relevant experience in the petrochemical or automotive industry and demonstrated successful Sales & Marketing experience.
Timely decision making using a mixture of analysis, experience, and judgment; sometimes with incomplete information, under tight deadlines with appropriate risk, authority and transparency
Has knowledge of general business model, practices and procedures. Understands how the actions and output of the role impacts the business and others.
Solves problems with effective solutions by asking good questions, involving others, and looking outside of existing processes and procedures. Has technical knowledge and skills to troubleshoot test equipment or test precision issues.
Can communicate information clearly, effectively, and timely in an engaging and convincing manner.
Provides the structure, environment and support for teaching, training and development of individuals and teams to enable them to achieve specific personal or professional results or goals.
Possessing the drive and focus to achieve challenging individual and team goals.
The ability to work within and across Afton's organizational matrix to achieve objectives, including the capability to influence without authority.
The ability to manage tasks and activities and achieve their completion within the agreed framework, across regional and organizational boundaries as appropriate
Continuously assesses current processes, practices, procedures, techniques and tools and provides suggestions for improvement. Open to new concepts. May benchmark outside laboratories or others for process improvement ideas.
Is sufficiently flexible to effectively cope with change, multiple priorities, and lack of information at times
Interpersonal skills to be able to make good strong connections with customers & OEM personnel. Combination of character & technical credibility. Demonstrate customer intimacy and Passion for Solutions approach to understand core technical problems and deliver solutions to business, marketing and external customers.

Nice To Haves

Advanced Degree (MS/MBA/PhD) in relevant field
For NewMarket, Afton or Ethyl employees, an appropriate combination of experiences that will support the required skill base may replace one or more of the specific experience requirements above.

Responsibilities

In consultation with Sales/Business, organize and execute a plan for approval testing to meet the customer’s needs and wants.
Organize data derived from the approval program and assemble all appropriate information in an easily understood manner.
Prepare written reports and technical literature for use by the customer and Sales.
Make oral presentations internally and externally, as necessary.
Maintain productive relationships with team members and both internal and external customers and maintain up-to-date knowledge of Afton’s technology, customer needs, market trends, and industry direction.
Takes personal responsibility for a safe working environment in office and laboratory. Knows, understands and consistently adheres to established safety policy and procedures. Maintains up-to-date knowledge of changes or additions to safety procedures and assist in safety training activities as required.
Resolve customer complaints and problems in a timely, efficient, and professional manner.
Assure that complete ISO documentation is maintained on all ISO or quality related activities. Participate in ISO related activities and maintain an up-to-date understanding of the ISO function.
Manage projects with CTS stage gate process utilizing Accolade software.
In depth knowledge and understanding of industry test requirements, customer test requirements and associated specifications and how those tests can be influenced by Afton chemistry.
Interface with CTS, R&D, OEM, Sales and Marketing to gain an understanding of current and future market trends, requirements, and applications.
Interface with Marketing and Sales to ensure aligned customer account management.
Attend industry meetings to influence future specifications to Afton’s benefit.