**Technical Service Representative (Troy, MI)**

**Location:** Troy, MI, US **Job Purpose**

Provide internal and external clients with technical service support, training and documentation for the use and application of company products.

The role also supports the acquisition of new business, while maintaining relationships with existing customers.

**Key Responsibilities**

* Provide total technical support to customers using industry best practices to provide product support, training and resolve technical issues as well as manage complex customer complaints

* Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of product related and/or application issues by problem solving and analyzing.

* Proactively provide guidance on preventing and potentially solving technical customer issues/concerns

* Execute and/or assist technical projects, work requests, etc. using sound experimentation, data analysis, observations and drawing conclusions, providing data, or proposing next steps.

* Utilizes and develops automated machine application to minimize experimentation variation, execute design of experiments (DOEs) and aid in the development of standardized application

* Active/participates in training, education and services areas as well as contributing to product and process documentation

* Maintain technical competence on necessary application, equipment, processing, and measurement approaches to serve our customers, minimize variation, afford methodologies for correlating/ replicating customer application with R&D and QC to improve product success/ troubleshooting and advance our capabilities and market offering

* Collaborate with Sales and Marketing by providing customer insight and product processing knowhow to assist with strategic planning

* Actively participate in the sales process by supporting interactions with prospects by assisting with customer demonstrations and maintaining industry contacts

* Practice all applicable corporate as well as site policies/procedures with regard to personal behavior, HSE standards, and equipment while acting in compliance with all corporate regulations

* Be willing to travel, even on short notice, up to 30%

* Carry out other duties as assigned

* Limited to customer specifications and/or requirements

* Responsible for investigations/ data gathering with the customer for performance issues; serving as the communication interface

* Independently prepares for field visits, the approach towards the visit and execution of the visit targets and deliverables

**Job Requirements**

Education:

* Bachelors Degree in chemical engineering, Chemistry or related field is required

Knowledge & Work Experience:

* Background in the Paints and Coatings industry or a B2B industrial environment,

* 2-4 years of work experience in a technical services or support role

Skills:

* Possess strong analytical and problem solving skills and have an eye for detail

* Self-starter with good interpersonal skills and the ability to effectively manage internal and external stakeholders

* Professional verbal and written communication as well as presentation skills required

* Exposure/ experience with paint application, processing, and measurement equipment; automated application / robotic equipment experience beneficial

* Knowledge of various industrial coating products and processes including composite technology is preferred

* Computer literacy and proficiency with word processing, spreadsheet and presentation software is essential

* Possess a basic understanding of financial concepts related to sales and cost to serve

Abilities:

* Successfully work in various sized groups or alone in a fast-paced and multi-tasking environment

* Time management and the ability to effectively prioritize the workload

* Quickly understand complex or technical concepts

Preferred qualifications:

* Experience with large-scale paint application, equipment, and processing

* Experience with problem solving and customer complaint resolution

**Competencies**

Accepting Direction Accepting Responsibility Acquiring Information