Customer Technical Service (CTS) Specialist - Industrial

NewMarket Services•Richmond, VA

1d•Onsite

About The Position

Afton Chemical Corporation, a part of the NewMarket Corporation, is a leading global supplier of lubricant and fuel additives. The Customer Technical Service (CTS) Specialist - Industrial role provides expert technical support to Sales and interfaces with customers to meet their technology and approval needs. This is a role for an individual with customer interaction and project management responsibilities.

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.
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.
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.

Responsibilities

Organize and execute a plan for approval testing to meet customer needs and wants, in consultation with Sales/Business.
Organize data from approval programs and assemble information in an easily understood manner.
Prepare written reports and technical literature for customer and Sales use.
Make oral presentations internally and externally as necessary.
Maintain productive relationships with team members, internal and external customers.
Maintain up-to-date knowledge of Afton’s technology, customer needs, market trends, and industry direction.
Take personal responsibility for a safe working environment in office and laboratory, adhering to safety policies and procedures.
Maintain up-to-date knowledge of changes or additions to safety procedures and assist in safety training activities.
Resolve customer complaints and problems in a timely, efficient, and professional manner.
Ensure 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 the CTS stage gate process utilizing Accolade software.
Gain an in-depth understanding of industry test requirements, customer test requirements, associated specifications, and how tests are influenced by Afton chemistry.
Interface with CTS, R&D, OEM, Sales, and Marketing to understand 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.