Technical Service Manager
Research & Development, Katy, Texas, USA
The Technical Service Manager will lead a technical service team to help drive sales growth of TSRC’s styrenic block copolymers (SBCs), support the commercialization of new products and provide technical support to our strategic customers.
Build, develop and lead a motivated, accountable, and capable Technical Service team in U.S. R&D
Set team goals & objectives, KPIs, and execution plans each year in alignment with TSM, BU, and global R&D strategic goals & key initiatives and cascade them down to each employee.
Supervise daily operation of Technical Service and drive efficient and effective execution. Prioritize technical service needs and assign resources accordingly.
Provide timely and effective technical support to customers mainly in Americas.
Work closely with Sales team to recommend new or existing products to customers.
Understand the voice-of-the-customers and translate market needs into focused product development
Ensure that samples are timely prepared and delivered to customers. Maintain sampling records and customer feedbacks.
Ensure customer complaints/issues are properly investigated and the findings & solutions are timely communicated.
Maintain knowledge of TSRC’s products, applications, and capabilities.
Work with other R&D teams to test new and existing polymers to establish the value proposition. Generate sales tools and train Sales team.
Work with both internal and external customers to investigate and resolve product quality issues.
Give quality presentations to customers, at trade shows, and write articles for trade magazines.
Identify equipment upgrade needs to improve laboratory capabilities. Design test protocols and write procedures for instruments and equipment. Ensure that plans and procedures are adequate to maintain the precision and accuracy of measuring, recording, indicating instruments, and other equipment.
Compose monthly progress report of Technical Service team.
Ensure a safe, secure, healthy, and environment friendly workplace.
Reinforce TSRC values, business ethics & codes of conduct, and other principles of compliance.
Recruit, retain, develop, and mentor talents & high potentials, and provide proper trainings to employees.
Perform other duties assigned by management that fall within the generally expected scope of this position.
B.S. or M.S. degree in Polymer Science, Chemistry, Chemical Engineering, Material Science, or related subjects.
5+ years of experience in compounding SBCs
5+ years of experience in sheet extrusion, blown/cast film extrusion, and injection molding
3+ years of experience in leading a team including engineers and technicians. Supervising, coaching, and mentoring team members.
Experience of setting goals & objectives and identify resources/processes necessary to accomplish them for a team
Experienced in multitask management. Ability to coordinate 2 to 5 simultaneous projects
Good knowledge of polymer material science, rheology, processing, and film applications
Knowledge of polymer additives, such as antioxidants, oils, tackifiers, pigments and dyes, slip agents, etc.
Ability to apply technical knowledge and innovative creativity to solve polymer processing problems
Excellent verbal communication and presentation skills
Ability to handle business meetings, emails, and phone conferences with diplomacy
Ability to compose written reports and articles
Ability to follow-through on both short-term and long-term product developments
Strong leadership and team spirit
Strong customer focus and passion for quality & excellence
Good analytical and problem anticipation & solving skills.
Innovative, able to think outside the box, and be creative.
Self-starter, ability to work independently; highly self-motivated towards achieving goals & objectives; result-oriented and performance-driven.
Excellent organization and planning skills, multitasking.
Excellent interpersonal, verbal & written communication, and presentation skills; strong listening skills; ability to communicate effectively to a wide variety of audiences (internal & external).
Flexibility, ability to travel domestically and internationally, and to attend global meetings outside regular work hours.
Fluent in oral and written English.
Intermediate level skills at Microsoft Word, Excel, and PowerPoint.
Travel on business up to 30% domestically and internationally, including Asia and Europe. May have to travel on short notice.