Technical Service Representative - Pressure Sensitive Materials, Hybrid

Flexcon•Spencer, MA

12d•Hybrid

About The Position

Flexcon is seeking a Technical Service Representative who primarily supports key accounts. The role serves as a technical liaison between Flexcon and its customers, providing guidance on material development, selection, processing, and application expertise for custom product constructions. The representative works with internal teams, suppliers, and customers to develop and commercialize business opportunities, optimize customer relationships, and recommend cost-effective standard products when they can replace non-value-added custom tweaks or constructions. The position provides technical service and product recommendations, coordinates quotes, samples, trials, and testing, and helps develop pricing and bills of materials for new products. It coordinates approved opportunities across leadership, sales, product management, and development teams, and leads lower-complexity product development projects from request through completion. The representative also supports customer complaint investigations, interprets laboratory findings, communicates outcomes, and collaborates on corrective action and prevention of recurrence. Proactive follow-up with strategic customers helps assess trial results, identify lost-sale reasons, and pursue alternatives or future opportunities. The role continually builds product and technical knowledge through education, seminars, trade shows, product updates, customer visits, and collaboration with laboratories and manufacturing. Travel is up to 10% of the time. The position is described as hybrid in the job title, while the salary section calls it an in-person position.

Requirements

Four years of education in business, technical, or marketing, or equivalent work experience.
Travel up to 10% of the time.

Nice To Haves

Previous technical service experience in manufacturing.
Background in polymeric materials technology.
Experience using ERP systems; Oracle is preferred.
Experience with Salesforce.
Understanding of tweak processes.

Responsibilities

Serve as the Technical Service Representative for key accounts and respond to technical service inquiries.
Respond to requests for custom product development and verify that stocked product options have been explored; document why a custom product is appropriate under Flexcon guidelines.
Provide expert knowledge and recommendations for standard and custom products, prepare quotes, and coordinate trial and sample orders.
Use product and competitive product knowledge to develop product pricing and establish bills of materials for new products.
Generate trial orders and work with laboratory personnel to provide samples for customer evaluation.
Coordinate approved opportunities with leadership, new business development, product management, sales, and sales management.
Research and identify potential products for applications and develop business opportunities.
Work with internal teams to develop and commercialize products that supplement or replace stocked offerings when gaps or new opportunities are identified.
Lead lower-complexity, smaller-volume, shorter-timeline product development projects from request through completion.
Work with product development engineers, product managers, and manufacturing through the approved tweak process to develop custom constructions using commercial components and processes.
Work with laboratories to establish test protocols, submit requests, interpret results, and provide appropriate information to customers, including competitive controls when applicable.
Identify products and submit laboratory testing requests for new products; interpret findings and communicate results in writing to customers.
Document laboratory performance-related customer complaints, request investigations, interpret and confirm findings, address customer issues, and communicate investigation outcomes in writing.
If findings do not align with a customer's reported issue or the customer is not satisfied, coordinate with the laboratory, sales, and customer to obtain additional information or samples and investigate further.
Review complaint issues and resolutions with colleagues to help prevent recurrence.
Follow up proactively with strategic customers and sales on laboratory samples and trials to assess success and determine whether they will result in orders; document reasons for lost opportunities and offer alternatives when appropriate.
Work with Customer Service on assigned accounts to proactively identify business opportunities aligned with Flexcon's and customers' business vision.
Collaborate with Quality to investigate complaints, determine root causes, develop solutions, and implement corrective actions when appropriate.
Work with laboratory and manufacturing teams to correct product problems.
Participate actively in Quality Improvement Teams.
Expand product and technical knowledge through educational opportunities, laboratory and manufacturing collaboration, seminars, trade shows, product update sessions, and customer visits.
Stay current on converting and equipment technology and end-use applications.