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Technical Service Representative

Job Requisition ID:  37685

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 2020 revenues of approximately $8.5 billion and is headquartered in Kingsport, Tennessee, USA. For more information, visit www.eastman.com.

Responsibilities

This role will work out of home ofifce in the Phoenix, AZ Area

Support sales in winning new accounts
Protect accounts at risk by coordinating with sales team to identify and resolve issues
Enable customer growth by providing technical and commercial advice to grow their business

This role will enable the closing and protecting pf commercial opportunities (whether auto, architectural or PPF) through the provision of services, tools,  training and   removing technical barriers to enhance EPF ability to win. This position combines technical skills, a solutions approach and a commercial focus.

Enable and Support Customer Growth
Provide shop operational best practices 
Provide new installation methods and tools to customers as they are developed or made available
Educate customers on technical tools such as film to glass chart
Answer technical support questions by having a complete understanding of our products and technical tools​
Provide insights into competitive films and how-to sale against them 
Develop and distribute installation and how-to videos 
Collect and review dealer reports on problem vehicles, create e-blasts to notify the channel and software team (so notes can be added for the car model)​
Onsite certification request – retail shop/road show
Troubleshoot customer installation and product issues
Champion the voice of the customer, ensure follow up to issues is carried out
2. Technical Resource Partner with Sales
Support large account prospecting engagements
Support account protect activities with sales, first line responder for product complaints
Support account conversions through onsite visits, phone support 
Support commercial initiatives in-line with the sales team 
3. Support Internal Teams on Customer Facing Initiatives
Assist in planning and staffing of industry trade shows
Relay competitive information to appropriate groups, such as new product, marketing campaigns
Support new product development with product ideation and product testing
Provide insights to customer perceptions on product issues
Review and edit technical bulletins

Reports to:
North America TS Manager
Other Key Relationships:
Alignment with:
Regional Commercial Manager
Technical Enablement
Global Training 
Marketing
Legal Team
Product Management
Technology
Quality

Qualifications

Professional 
High School Diploma or GED Preferred
Minimum 5 years installation experience
Demonstrated ability to discuss differences of basic film types
Ability to discuss film technologies and solutions with technical decision makers at networking events, one/one meetings, or presentations to groups
Demonstrated ability to professionally transfer knowledge and skill sets 
Ability to speak, write and understand English

Technical
Knowledge of glass and window systems and use film to glass charts for proper application
Understanding of the different installation techniques and tools used to apply film
Proficient in Microsoft Excel and Powerpoint
Ability to learn and use cutting software and hardware
Able to identify industry trends/patterns.

Behavioral 
Problem-solving mindset – both working with a team and alone
Bias for action
Drive to deliver solutions for the commercial team
Desire for continual learning
Consultative 
Adaptive
 

Eastman Chemical Company is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to age, 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.


Nearest Major Market: Phoenix

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