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Customer Service Lab Representative (Technician)

Job Requisition ID:  37973

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



The Customer Service Lab Representative is a technician role that will implement the programs to grow and support the use of laminated glass with Eastman interlayers in the architectural market of North America.   The programs will be aligned with long term business strategy as well as commercial, marketing and market development short term needs.  This position reports to the Customer Applications and Service Lab Manager. Responsible for commercial and product support; forensic analysis; product data and inquiry management; test program execution and the communication and documentation of results.

•    Accurate assessment and efficient response of laminates returned to Eastman by laminators and downstream customers.
•    Timely response to sample request and assessments.
•    Support Sales, Marketing, Market Development and Technology in the development and sale of high performance interlayer products.
•    Coordinate/implement and report on interlayer evaluation programs.
•    Proficiency using industry support tools (software).
•    Analytical testing - FTIR.
•    Complete product evaluations and assessments of results.
•    Equipment maintenance, and documentation for training, use and qualification.
•    Develop and manage project plans and timelines.
•    Produce, certify and track standards such as pummel and moisture.
•    Perform laminate cutting, pummel testing and rating, and process evaluation of samples.
•    Large laminate destructive testing.
•    HUD evaluation of sheet and windshields.


•    Microsoft Office proficiency (Word & Excel primarily)
•    Time management
•    Planning and organizing
•    Customer focus, responsiveness and the ability to meter information flow based on need and audience.
•    Responsiveness
•    Decision-making
•    Communication skills
•    Ability to write summary report of analytical results
•    Ability to work independently and in teams
•    Demonstrated skills in technical problem
•    Conflict management
•    Adaptability
•    Stress tolerance
•    Strong capability to understand and implement written instructions (standards, test programs)
•    High motivation and results-oriented work ethic

•    Daily on-site presence Monday through Friday
•    Strong english communication skills

Minimum bachelor’s degree with science or technical fields of study
•    Minimum of 2-5 years of professional work experience
•    Time management, planning, organizational, and project management skills. 
•    Ability to interact in a global environment with people from different functional areas, regions, and cultures. 
•    Strong working knowledge of Microsoft Office especially Excel, Word and PowerPoint.  With the ability to learn specialized programs.
•    Physically capable of lifting, pushing, pulling, swinging tools, operating hand tools.
•    Willingness to travel as needed (<10%).

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.

Nearest Major Market: Springfield MA

Job Segment: Customer Service Representative, Technician, Chemical Research, Maintenance, Customer Service, Technology, Engineering, Manufacturing