Technical Service Specialist

Overview The Technical Service Specialist (TSS) plays a key role in the success of the company by analyzing technically oriented product or applications related customer issues and providing solutions/resolutions to the customer that enable Contec to strengthen its position in that account or market. The TSS works closely with the Contec Sales team and Product Manager, but also regularly interacts with many people representing various roles and functions inside the Contec organization. The TSS is knowledgeable in both products and applications and is also effective in gathering detailed feedback and applications-related knowledge that may be critical to successful product design or product management. Central to this effort, the TSS is expected to conduct Contamination Control Assessments (CCAs) or appropriate educational or training sessions at customers' locations, or virtually via video conferencing. With market-relevant expertise in products and applications, the TSS regularly contributes to product development efforts in the market research, applications research, product design, and product manufacturing phases. Contec is an ISO9001 certified organization. Improvements to product development & business processes and procedures are implemented regularly and the TSS may be asked to contribute effort to design and implementation of these improvements in a manner consistent with the ISO process. Responsibilities Communicates with Business Unit Managers, field Sales Representatives, Product Managers, or Marketing Managers to identify, prioritize, and fulfill customer technical support opportunities. Ensures that Contec products, services, and support materials/activities meet the needs of the customer, either as requested, or by proper (functional, manufacturing-friendly, and profitable) modifications. The support materials include items such as literature, Product Data Sheets (PDS), Website, product certificates, presentation materials, video content, or training. Develops the documentation to correctly describe what is needed in new product(s). Communicate this to Sales Managers, Product Managers, R&D Manager, and company leadership. Learns of and applies market-pertinent improvements in applicable technologies. Assists to define the concept(s), develop prototypes, and test to prove the concept(s). While testing new concept design or new materials, collects and interprets data, and provides conclusions and recommendations to R&D and Product Managers based on the TSS's experience and perspective. Provides appropriate support to new product implementation teams to develop proper tools and training materials. Provides training internally and externally in support of the product launch. Occasionally interacts with vendors to ensure correct components or raw materials through written documents such as procurement specifications. Initiate proper paperwork to evaluate vendor's capability to perform when looking at potential new vendor. Upon request, participates in and provides input and expertise to cross-departmental teams tasked with certain technical (i.e., internal facilities, product, or process improvements) and/or business (i.e., customer/supplier relationship and support) matters. Contributes to the strengthening of Contec's position through written articles, webinars, presentations, or other appropriate forms of communications to approved trade journals, technical committees, Industry Organizations, etc. Participates and works within ISO 9001 quality standards guidelines in accordance with Contec's quality goals. Others may be assigned. Competencies Functional/Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment. Technical skills may include subject matter expertise in an area or field deemed necessary by the Technical Services Manager Presentation Skills - Is effective in a variety of formal presentation settings; one-on-one, small and large groups, with peers, direct reports, bosses, and customers. Problem Solving - Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. Decision Making - Making good and timely decisions that keep the organization moving forward. Supports Core Values - Able to demonstrate support and adherence to Contec's core values: respect for others, doing "whatever it takes" within Contec's core values, vision, and strategic direction, exhibiting integrity, having a tolerance for risk, understanding there is life outside of work, enjoying the ride. Qualifications/Requirements A Bachelor's Degree (B.A. or B.S.) or equivalent from four-year college specializing in a technical (Engineering or Science) or business-related field; or five (5) to seven (7) years related experience; or equivalent combination of education and experience. At least two (2) years of sales or customer support / technical service experience is strongly preferred. Benefits Competitive market salary with annual incentive PTO starting at 17 days 10 company observed holidays plus 1 floating holiday Community service PTO (up to 40 hours annually) Insurance benefits, including medical (PPO), dental, vision, short and long-term disability, life insurance Two types of Flexible Spending Accounts, 1) Medical Spending Account and 2) Dependent Care Spending Account 401k and a company match (100% up to 3%, and then 50% of the next 2% deferred) Tuition Reimbursement Opportunities Family Benefits Adoption Assistance Program, Infertility Treatment Coverage Maternity and Parental Leave Onsite Amenities Onsite gyms, onsite health clinic, canteen for refreshment Hybrid Work Options (based on department operations)

Created: 2024-11-02