Technical Service Representative - Pressure Sensitive Materials, Hybrid

Flexcon Company•Spencer, MA

12d•Hybrid

About The Position

Flexcon Company, Inc. is seeking a Technical Service Representative who primarily supports key accounts. The role serves as a technical liaison between Flexcon and customers, providing guidance on material development, selection, processing, and application expertise for custom product constructions. The representative works daily with internal teams, suppliers, and co-suppliers to develop and commercialize business opportunities with existing and new accounts. In collaboration with Sales and customers, the role also recommends and helps qualify cost-effective standard product alternatives to custom products where appropriate. The representative responds to technical service inquiries and requests for custom products, confirms that stocked options have been explored, recommends products, prepares quotes, and coordinates trial and sample orders. The role supports product pricing and bills of materials, researches application opportunities, and coordinates approved projects across internal groups. It leads lower-complexity, smaller-volume, shorter-timeline product development projects and supports custom constructions through Flexcon’s approved tweak process. The position works with laboratories on test protocols, sample and testing requests, interpretation of results, customer communications, and complaint investigations. It follows up on samples and trials, documents outcomes and lost opportunities, collaborates with Customer Service and Quality on business development and corrective action, and continually builds product, manufacturing, converting, equipment, and end-use application knowledge. Travel is up to 10% of the time.

Requirements

Four-year business, technical, or marketing degree, or equivalent work experience.
Use of ERP systems; Oracle is preferred.
Knowledge of Salesforce and understanding of tweak processes.
Ability to travel up to 10% of the time.

Nice To Haves

Previous technical service experience in manufacturing is preferred.
Background in polymeric materials technology is a plus.

Responsibilities

Respond to technical service inquiries and requests for custom products from customers, sales, colleagues, and distribution personnel.
Verify that stocked product options have been explored and document why a custom product is appropriate according to Flexcon guidelines.
Provide product recommendations, prepare quotes, and coordinate trial and sample orders.
Use knowledge of Flexcon products and competitive products to support product pricing and establish bills of materials for new products.
Generate trial orders and work with laboratory personnel to provide customer evaluation samples.
Coordinate identified and approved opportunities with Leadership, New Business Development, Product Management, Sales, and Sales Management.
Research potential products and applications, and work with internal teams to develop and commercialize products that address gaps or new and cost-saving opportunities.
Lead lower-complexity, smaller-volume, shorter-timeline projects through the product development process.
Work with Product Development Engineers, Product Managers, and Manufacturing to develop and sell custom constructions using commercial components and processes through the approved tweak process.
Establish test protocols with laboratories, submit test requests, interpret results, and communicate appropriate findings to customers, using competitive controls when applicable.
Submit product identification and laboratory testing requests for new products, interpret findings, and provide written customer communications.
Document product-performance complaints, submit investigation requests, interpret and confirm findings, address customer issues, and communicate investigation outcomes in writing.
Coordinate further investigation with laboratories, Sales, and customers when findings do not align with reported issues or customers are dissatisfied with responses; review issues and resolutions with colleagues to help prevent recurrence.
Follow up proactively with strategic customers and Sales on laboratory samples and trials, determine whether trials will result in orders, document reasons for lost opportunities, and offer alternatives when appropriate.
Work with Customer Service on assigned accounts to identify business opportunities aligned with Flexcon’s and customers’ business visions.
Collaborate with Quality on customer complaint investigations, root-cause analysis, solutions, and corrective-action implementation; work with laboratories and Manufacturing to address product problems.
Participate actively in Quality Improvement Teams.
Expand technical knowledge through educational opportunities, laboratory and manufacturing learning, seminars, trade shows, product updates, and customer visits; stay current on converting and equipment technology and end-use applications.