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Customer Fluid Manager

Job Requisition ID:  35851

Founded in 1920, Eastman is a global specialty materials company that produces a broad range of products found in items people use every day. With the purpose of enhancing the quality of life in a material way, Eastman works with customers to deliver innovative products and solutions while maintaining a commitment to safety and sustainability. The company’s innovation-driven growth model takes advantage of world-class technology platforms, deep customer engagement, and differentiated application development to grow its leading positions in attractive end-markets such as transportation, building and construction, and consumables. As a globally inclusive and diverse company, Eastman employs approximately 14,500 people around the world and serves customers in more than 100 countries. The company had 2019 revenues of approximately $9.3 billion and is headquartered in Kingsport, Tennessee, USA

Job Profile

 

The Heat Transfer Fluid (HTF) group is part of the Specialty Fluids and Energy group. Therminol & Marlotherm heat transfer fluids are widely used for heating and cooling operations in chemical, oil & gas and pharmaceutical plants as well as in the renewable energy production. This business has a strong brand identity and market differentiation, technical, safety and performance superiority, and offer best in class global customer service and technical assistance.

The Customer Fluid Manager (CFM) is responsible for executing the digital strategy for the HTF business and nurturing the install base (IB) to strengthen customer relationships. This role works closely with Account Management, Technical Service and IT teams to  support install base customers throughout the HTF life cycle. The CFM onboards customers to our digital fluid management system (DFMS), supports fluid maintenance activities by helping customers understand the condition of their fluid and generate opportunities for sales.

Main Tasks & Responsibilities

 

  • Serves as a power user for DFMS, supporting account managers and customers.
  • Plans, completes and documents DFMS onboarding activities for IB customers. This includes scheduling, training, user account activation, account approvals, asset tagging and annual account reviews.
  • Assists customers with asset tag placement and use.
  • Monitors customer activation metrics in DFMS and actively works with marketing team to improve onboarding process.
  • Identifies customer contacts and maintains relationships as the customer’s site; cultivates a network of relationships within the customer’s organization.
  • Actively coordinates with account managers and technical service teams to support install base customer issues and opportunities, using opportunity management system.  Supports account managers in preparing for customer visits by analyzing customer fluid data and recommendations.
  • Monitors customer data entries to ensure digital application data accuracy and integrity is maintained and kept up to date over time.
  • Performs on-going customer discovery and provides input to SFE marketing teams for market segment planning and development of multi-generational plan for digital product.
  • Provides light technical and IT support; escalates issues to technical service, account managers and product development teams as needed.
  • Nurtures priority customer relationships by providing annual fluid condition assessments and updates on product enhancements and knowledge base additions.
  • Analyze customer data to provide target opportunities for sales team.
  • Identify and conduct discovery with non-sampling accounts.
  • Manages sample kit and asset tag vendor relationships. Manages sample kit and tag design and inventory.  Streamlines and recommends process improvements.
  • Manages digital relationship and support for execution with distributor accounts.

Skills/Qualifications

 

  • Technical degree (4 years) with 3 to 5 years’ experience as a manufacturing engineer or chemist in chemicals or materials plant operations
  • High degree of digital and technical literacy
  • Customer facing experience in a technical support or sales role beneficial
  • Heat transfer fluid or industrial lubricants experience useful
  • Plant and asset maintenance, repairs, and overhauls (MROs) experience preferred
  • Strong analytical skillset
  • Excellent written and oral communication skills in English.
  • Culturally aware and comfortable with international travel
  • A team player with initiative, good analytical and trouble-shooting skills

 

Other Details:

  • >50 % Travel is required for this position
  • Location of employment in Germany or Netherlands (office or home based)

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other characteristics protected by law.

Eastman is committed to creating a powerfully diverse workforce and a broadly inclusive workplace, where everyone can contribute to their fullest potential each day.


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