Tech II Service Rep

Sun Chemical Corporation•St. Louis, MO

About The Position

The Technical Service area covers the Central US. The incumbent identifies the technical product needs of assigned customers and oversees technical activities related to those customers, including coordination of laboratory and manufacturing activities. The role also provides market intelligence about customers’ technical needs and competitive activity. The position supports customers with intermediate- to higher-complexity technical service needs to grow profitable business for Sun Chemical. It manages trials and new-business transitions, including coordination with sales and supply chain, new-product ramp-up, equipment installation tasks, temporary shift management for inplant personnel, and production-area layouts. The role makes product selections based on end-use applications, researches custom products, and provides recommendations and fitness-for-use guidance aligned with customer specifications and processes. The representative investigates customer complaints and claims, supports sales discussions about complaints, develops subject-matter expertise across Sun’s technologies, identifies opportunities to add value through new product technology, and documents field activity, technical calls, trials, and color-match requests. The role also participates in or leads strategic customer meetings, drives action registers, and leads or participates in process-improvement initiatives. This position is salaried exempt, requires 70% travel including overnight travel, and has no direct reports.

Requirements

Technical degree (BS) or 5–10 years of industry experience.
Good verbal and written communication skills.
Analytical and mathematical skills and creative problem-solving ability.
Strong knowledge of MS Office and SAP.
Intermediate skill with Gantt charts.
Ability to manage multiple complex projects simultaneously.
High level of pressroom and printing-process knowledge.

Nice To Haves

Usage and/or mastery of Kepner Tregoe methodologies.
3–5 years of field Customer Technical Service experience.
Experience with lithographic printing and heatset.

Responsibilities

Conduct technical service activities for customers with intermediate- to higher-complexity needs to grow profitable business.
Manage trial activities for new business opportunities.
Manage new-business transition plans, coordinating with sales and/or supply chain on product ramp-up, equipment installation tasks, temporary shift management for inplant personnel, and production-area layouts.
Make product-selection decisions based on end-use applications.
Research custom products and coordinate with internal product management on recommendations and fitness-for-use guidance.
Investigate and validate customer complaints and claims, assessing product fitness for use under the relevant equipment and process conditions.
Support sales-team meetings concerning complaint and claim details.
Develop subject-matter expertise in Sun’s product offerings through collaboration with product management and product specialists and training with advanced applications personnel.
Identify opportunities to add customer value by leveraging new product technology.
Record field activity in the customer relationship management tool, Salesforce.com.
Complete technical call reports and trial reports, including internal and external documentation.
Submit and follow up on color-match requests.
Participate in or lead strategic customer technical meetings.
Drive action registers to execute planned technical activities.
Lead or participate in process-improvement initiatives with customer and Sun personnel.
Routinely use advanced process-improvement methodologies such as Six Sigma, Kepner Tregoe, or Gantt charts.