Technical Specialist - Commercial Customer Support

Hexion Careers • Worthington, OH

90d

About The Position

We are seeking a skilled and customer-focused Technical Specialist to join our team and provide expert support to our commercial customers within the wood products manufacturing industry. This role acts as a key interface between our internal technical team and external customers, ensuring product performance aligns with customer expectations and regulatory standards. The Technical Specialist will lead efforts related to product engagement, modifications, quality support, and the successful implementation of customer trials.

Requirements

• Bachelor's degree in Chemistry, Chemical Engineering, or related technical field (required).
• 5+ years of experience in a technical support role within the chemical manufacturing or a related industry.
• Strong understanding of chemical formulations, manufacturing processes, and quality systems.
• Experience with customer-facing technical roles including trials, audits, and technical negotiations.
• Excellent communication, problem-solving, and project management skills.
• Willingness to travel to customer sites as needed (up to 40% of the time).

Nice To Haves

• Experience with OSB, plywood, particleboard, paper saturations or non-woven glass.
• Knowledge of regulatory compliance requirements (e.g., REACH, ISO, etc.).
• Experience with CRM or technical support ticketing systems.
• Lean Six Sigma or similar continuous improvement training.

Responsibilities

• Serve as a primary technical contact for commercial customers, building strong working relationships through regular communication and technical meetings.
• Collaborate with the sales and product teams to understand customer requirements and align product solutions accordingly.
• Evaluate customer needs and recommend or coordinate modifications to existing products.
• Work with R&D and production teams to develop and validate customized formulations or adjustments.
• Respond to customer quality concerns and lead investigations in coordination with quality assurance and production.
• Provide detailed reports and corrective action plans to customers where necessary.
• Plan, coordinate, and support customer product trials, ensuring accurate testing, documentation, and follow-up.
• Provide on-site or remote technical support during trials to ensure product performance and compliance with customer specifications.
• Review and approve customer recipes and rework requests in line with internal standards and customer expectations.
• Maintain accurate records of approvals, specifications, and technical communications.
• Gather customer feedback to inform product development, continuous improvement initiatives, and service enhancements.
• Support internal training and knowledge sharing based on customer experience and industry trends.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees