Arkema
Position Title:
Technical Service Manager Pressure Sensitive Adhesives
Situation in Organization
Reports to the North America Advanced Packaging and Converting Business Director
6 direct reports (5 Technical Sales Representatives and one Technician)
Lead the PSA Technical Service Team and be liaison with Sales, PLM, R&D, CS, and Marketing and Manufacturing
Strong interaction with Leadership, Global Market Managers and National Sales Managers
Member of the Advanced Packaging and Converting Leadership team
Manage Technical Service Support for several, larger key accounts directly
Job Dimensions
Executes technical service strategies that support business strategy and drive business growth. Aligned with sales team on maintaining current business and closing new opportunities
Support customers with product recommendations, customer seminars and training. Lead troubleshooting and complaint resolution initiatives. Lead field trials with current and new products
Develop and build effective relationships at customers especially with technical counterparts.
Include the account manager in all formal customer communications
Serve as the lead in communication of current project status at accounts. Overall responsibility for the lab work performed for all customer projects.
Support new product development and commercialization
Build and leverage technical service team expertise to demonstrate value to the customer and competitor differentiation
Develop application and end use expertise
Ensure cross-functional collaboration between Technical Service and other functions
Influence strategic R&D programs and feed customer requirements for new product development into R&D programs
Collaborates with fellow technical and commercial employees to form a cohesive, global, customer –focused team
Track metrics for TS team including new product introductions, lab case workflow and management, personnel goals and objectives and progress towards completion.
Facilitate progress on Quality incidents and investigations between organizational groups
Activities Fundamental Capabilities
Planning and Preparation: Effectively plan for customer interactions including agenda setting, clear objectives, and pre-work
Adept at presenting to large groups that delivers a concise and clear message to the audience
Practice safe work habits in accordance with OSHA, EPA guidelines and Bostik specific EHS expectations
Prominent Capabilities
Organize and prioritize Technical Service team’s activities, maximizing lab resources to achieve project goals and customer requirements
Support Account Managers to maintain customer base and grow the business
Assist sales in making product and processing recommendations. Add value at customers by identifying opportunities to improve quality and increase productivity
Coordinate with Product Development and Marketing to assist with qualification and scale up of new products
Provide product line or market presentations to customers as required
Technical Service Team Management
Coaching for Results: Skilled at providing guidance on building on strengths, addressing weaknesses, and developing their capabilities. Able to manage discussions with sensitivity and translating development needs into action. Cultivates talent in the organization
Performance Management: Sets clear expectations and holds team accountable. Uses forward looking KPI’s to improve results. Build development plans for the team
Technical Strategy and Execution: Ability to define roadmap for growing the business that supports the strategy. Create actionable goals and objective for team to support growth
Market Intelligence on Technical trends observed at our accounts: Be the voice of customer (technical team) within Bostik organization. Also identify and articulate changing product requirements, trends and future product design considerations due to changing EH&S requirements
Context and Environment This job is responsible for supporting the North American Pressure Sensitive Adhesives business; this position is the Technical Service face of the business for NA. They need to be well networked, have strong relationships with all stakeholders including customers, allied suppliers, and industry associations. He/She must also drive the business internally with CS, R&D, Marketing and Operations.
Accountabilities
Executes technical service strategies that support business strategy and drive business growth. Aligned with sales team on maintaining current business and closing new opportunities
Support customers with product recommendations, customer seminars and training. Lead troubleshooting and complaint resolution initiatives. Lead field trials with current and new products
Build and leverage technical service team expertise to demonstrate value to the customer and competitor differentiation
Develop application and end use expertise
Recruit, retain, and develop talent within the PSA technical service organization.
Maintain Technical Service labs safety, environmental compliance, and pilot plant safe practices. Lead and implement safety initiatives for the labs
Qualifications/Experience Required
Bachelor’s degree required, B.S. in technical field preferred, advanced degree a plus
Experience in the acrylic and/or hot melt PSA market strongly preferred
5+ years of progressive experience in B2B customer facing roles
3+ yearrs managing and developing a sales or technical team strongly preferred
Track record of proven success
Ability to work in a self-directed, hands-on environment
Exceptional interpersonal, communication, listening, organizational, and presentation skills
Strong computer skills (Microsoft environment, Salesforce.com)
Ability to travel up to 30 % of the time
This role is located in Bostik R&D center in Columbus, Ohio
#J-18808-Ljbffr
Technical Service Manager Pressure Sensitive Adhesives
Situation in Organization
Reports to the North America Advanced Packaging and Converting Business Director
6 direct reports (5 Technical Sales Representatives and one Technician)
Lead the PSA Technical Service Team and be liaison with Sales, PLM, R&D, CS, and Marketing and Manufacturing
Strong interaction with Leadership, Global Market Managers and National Sales Managers
Member of the Advanced Packaging and Converting Leadership team
Manage Technical Service Support for several, larger key accounts directly
Job Dimensions
Executes technical service strategies that support business strategy and drive business growth. Aligned with sales team on maintaining current business and closing new opportunities
Support customers with product recommendations, customer seminars and training. Lead troubleshooting and complaint resolution initiatives. Lead field trials with current and new products
Develop and build effective relationships at customers especially with technical counterparts.
Include the account manager in all formal customer communications
Serve as the lead in communication of current project status at accounts. Overall responsibility for the lab work performed for all customer projects.
Support new product development and commercialization
Build and leverage technical service team expertise to demonstrate value to the customer and competitor differentiation
Develop application and end use expertise
Ensure cross-functional collaboration between Technical Service and other functions
Influence strategic R&D programs and feed customer requirements for new product development into R&D programs
Collaborates with fellow technical and commercial employees to form a cohesive, global, customer –focused team
Track metrics for TS team including new product introductions, lab case workflow and management, personnel goals and objectives and progress towards completion.
Facilitate progress on Quality incidents and investigations between organizational groups
Activities Fundamental Capabilities
Planning and Preparation: Effectively plan for customer interactions including agenda setting, clear objectives, and pre-work
Adept at presenting to large groups that delivers a concise and clear message to the audience
Practice safe work habits in accordance with OSHA, EPA guidelines and Bostik specific EHS expectations
Prominent Capabilities
Organize and prioritize Technical Service team’s activities, maximizing lab resources to achieve project goals and customer requirements
Support Account Managers to maintain customer base and grow the business
Assist sales in making product and processing recommendations. Add value at customers by identifying opportunities to improve quality and increase productivity
Coordinate with Product Development and Marketing to assist with qualification and scale up of new products
Provide product line or market presentations to customers as required
Technical Service Team Management
Coaching for Results: Skilled at providing guidance on building on strengths, addressing weaknesses, and developing their capabilities. Able to manage discussions with sensitivity and translating development needs into action. Cultivates talent in the organization
Performance Management: Sets clear expectations and holds team accountable. Uses forward looking KPI’s to improve results. Build development plans for the team
Technical Strategy and Execution: Ability to define roadmap for growing the business that supports the strategy. Create actionable goals and objective for team to support growth
Market Intelligence on Technical trends observed at our accounts: Be the voice of customer (technical team) within Bostik organization. Also identify and articulate changing product requirements, trends and future product design considerations due to changing EH&S requirements
Context and Environment This job is responsible for supporting the North American Pressure Sensitive Adhesives business; this position is the Technical Service face of the business for NA. They need to be well networked, have strong relationships with all stakeholders including customers, allied suppliers, and industry associations. He/She must also drive the business internally with CS, R&D, Marketing and Operations.
Accountabilities
Executes technical service strategies that support business strategy and drive business growth. Aligned with sales team on maintaining current business and closing new opportunities
Support customers with product recommendations, customer seminars and training. Lead troubleshooting and complaint resolution initiatives. Lead field trials with current and new products
Build and leverage technical service team expertise to demonstrate value to the customer and competitor differentiation
Develop application and end use expertise
Recruit, retain, and develop talent within the PSA technical service organization.
Maintain Technical Service labs safety, environmental compliance, and pilot plant safe practices. Lead and implement safety initiatives for the labs
Qualifications/Experience Required
Bachelor’s degree required, B.S. in technical field preferred, advanced degree a plus
Experience in the acrylic and/or hot melt PSA market strongly preferred
5+ years of progressive experience in B2B customer facing roles
3+ yearrs managing and developing a sales or technical team strongly preferred
Track record of proven success
Ability to work in a self-directed, hands-on environment
Exceptional interpersonal, communication, listening, organizational, and presentation skills
Strong computer skills (Microsoft environment, Salesforce.com)
Ability to travel up to 30 % of the time
This role is located in Bostik R&D center in Columbus, Ohio
#J-18808-Ljbffr