Senior Technical Service Representative

Responsibilities

The Senior Technical Support Representative acts as the first point of contact and provides a link between the customer and the appropriate departments within our company on technically related matters.

This is a critical role in the delivery of our value promise to our existing and evolving customer base. In coordination with the commercial representative, and is the primary point of contact and resolution to our customers. There may be some supervisory and project management responsibilities to maintain the effectiveness of the technical service group. 

THis position is responsible for execution of product testing, production trials at customers or application equipment suppliers to the market. Providing training for both the sales team as well as customers and distribution partners. Creating presentations developed using market and application knowledge as well as data developed from the application and R&D departments. 

It will provide support to customers and work with the resources at the company to resolve issues that may arise. Promote our company to the industry and to our customers by attending industry trades shows, presenting papers or presentations. Assists in the development of new products and processes. Provides support through all necessary and appropriate communication methods.

Essential Job Functions: 

• Proposes changes to products and/or services that result in cost reductions and increased sales.
• Visits customers to gather information, diagnose product problems, support trials and provide technical solutions.
• Responds to customer inquiries in a timely manner for information and complaints.
• Interfaces between Operations, R&D, Sales and Customers.
• Represents Company at Trade shows and Webinars.
• Organizes and implements testing of products for known or suspected problems.
• Communicates questions/problems to other internal groups for follow-up, as appropriate. ELANTAS North America LLC Job Description 2
• Communicates regularly with the Research & Development, Sales & Marketing, Customer Service and Quality Services departments in areas of product testing, product failures, new product development, and product quality.
• Develop personal skills and product knowledge to more effectively carry out assigned responsibilities.
• Monitors quality issues from input by sales/service, customers, and other external or internal sources.
• Provide technical support needed to assist the Commercial Group including customer visits when required. This includes providing samples, formats and current information as necessary.
• Regularly report and review with management the status of customer problems or issues.
• Regularly report and review with management the status of the tasks and projects within areas of responsibility.
• Assist in the preparation of reports detailing technical problems to initiate necessary corrective product modifications and/or recommended manufacturing process changes.
  • Coordinates responses and follow-ups to customer formal requests for Corrective Action 
• Assist the organization to create a safe and healthy working environment by working safely, using equipment provided and following instructions given for health and safety purposes and immediately reporting any unsafe working practices or hazardous working conditions.
• Utilize project management skills to effectively achieve results on projects and opportunities.
• Identify and recommend appropriate products for customer applications.
• Approve specification change requests. 

Requirements

• 4-year Bachelor Degree, technical degree or relatated preferred (ie Chemisty, Chemical)
• A minimum of 5 yrs related industry experience preferred

Contact Person

 Stephanie Nash
HR Team
Phone: