Technical Service Rep

Description

The Technical Service Representative (TS-Rep) aims to enhance customer satisfaction and business growth by providing expert technical support for Eastman’s AMI products in the Films division, particularly focusing on PVB applications in Architectural and/or Automotive sectors. 

Responsibilities include engaging with customers to identify needs, providing technical product and process support, facilitating application development, and building strong relationships within the industry to drive continuous improvement and innovation. Someone successful in this role acts as knowledge expert in our customers’ area of practice, and can therefore, effectively support the sales organization, customer service, business management, product development, product commercialization and identification of new ideas and insights. 

The TS-Rep role involves a blend of technical expertise and customer engagement, requiring problem-solving abilities, effective communication skills, and the capacity to work independently while traveling. Tasks are dynamic and involve both remote and on-site interactions. Technical Service Representatives provide technical support to our direct and downstream customers on commercial and developing products to ensure successful production and continued earnings growth for Eastman.

The Technical Service Representative (TS-Rep) is responsible for connecting with the external environment to identify opportunities and threats in the Films division, particularly for PVB applications. They support the AMI core business by providing technical product and lamination process assistance to customers, both remotely and on-site, encompassing activities such as transitioning customers to Eastman existing solutions, troubleshooting technical issues through usage of analytical and statistical tools, monitoring competitive activities in the market and identifying customer unmet needs to introducing new products and technologies developed by Eastman. Additionally, active in the end-user customer facing team, advocating usage of Eastman solutions through industry associations and end users, but also supporting alleviation of field claims. Main internal touchpoints in the AMI division are the technology, quality, manufacturing, product management and marketing teams, those relationships being critical to succeed in the aforementioned responsibilities.  Appropriately engages new and existing customers, and always provides timely communication and feedback, thereby building effective working relationships with the customer base.

This is a remote position with a preferred location near Dayton, Ohio. 

Responsibilities

•            Work safely and support the All In For Safety effort through training, observations and encouraging good safety behavior among co-workers and customers

•            Serve as fully competent knowledge experts in customers’ area of practice to support external customers and internal partners; Developed in-depth technical expertise and substantial market knowledge. Conduct market assessments to identify opportunities and threats in the Films division.

•            Monitor competitive activities and report findings to internal stakeholders.

•            Provide remote and on-site technical support and training to customers. Answer customers’ technical questions concerning Eastman products, troubleshoot customers' problems and provide in-depth training on Eastman products/processes to enable customers to be successful with our products in their applications. Proactively assist direct customers and downstream customers in conversion of new and existing applications to Eastman products.  Facilitate the conversion of customers to Eastman AMI products. Learn skills to understand the key needs and issues of customers.

•            Maintain strong relationships with customers and industry contacts to enhance collaboration and service delivery.

•            Support opportunity management processes that prioritize, track, and drive opportunities to align with business strategy (new business, protect, & grow opportunities); uses consultative selling skills to effectively communicate & capture value to execute commercialization

•            Leverage discovery to understand interactions with a customer and disseminates market / competitor / customer insights.

•            Develop and follow Territory Management Plan to ensure maximum business growth

•            Collaborate with internal teams to drive application development and product improvements. Keen awareness of how Technical Service integrates with supporting functions and effectively interacts with marketing, manufacturing, sales, and customers to promote and enhance Eastman's products and support growth initiatives of business through participation in market activation

•            Develop technical literature to support new products and techniques and generate physical property/performance data to support technical service and market needs

•            Provide leadership by leading small project teams as appropriate, helping to solve complex problems on multi-functional teams, leading lab or organizational competency efforts and providing responsive help to teams and others across Eastman organizations

•            Effectively document work with written and oral communication both internal to Eastman via technical reports, service call reports, presentations and/or poster sessions  and externally via thorough email documentations and formal presentations

•            Actively participate in team meetings, share and record / capture knowledge.

•            Travelling (80% or more) within Americas.

•            Prioritize travel and project responsibilities with respect to business strategy, budget, and workload

•            Provide training/mentorship to less experienced teammates

Qualifications

Education: A Bachelor's degree or higher in Engineering, Chemical/Physical Science, or a related field required

Expertise: Strong technical knowledge in (thermo)plastics processing and lamination processes, with a focus on PVB applications is preferred. Familiarity with problem-solving methodologies such as Six Sigma is highly desirable.

Experiences: A minimum of 3 years of industry experience required. Practical experience in technical support roles required, and experience within the automotive or architectural sectors is preferred. Previous roles that involved direct customer engagement and application development in a materials or chemical context would be beneficial.

Capabilities/Skills:

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal skills to effectively interact with customers and internal teams. Ability to build effective working relationships with customers

• Self-motivated and organized, capable of managing multiple tasks and priorities. Self-starter with ability to work autonomously and results oriented

• Ability to work independently as well as collaboratively in a team environment.

• Proficiency in using information systems and remote communication tools.

• Excellent communication and presentation skills

• Strong troubleshooting skills

• Good organization skills

• Proactive, self-directed, creative and takes initiative

• Commercial aptitude

• Strong computer skills and efficiency in Microsoft Office

Languages: Fluency in English and the specific languages of the customer locations is required. Additional Mandarin language skills are an advantage

Tags:  #LI-Remote #LI-Ohio #LI-Dayton