Job Description

Senior Technical Services Representative

Location: Morristown, TN

About the job: The Senior Technical Services Representative plays a key role in product development and works closely with the Product Development team, in additional to serving as a lead of sub teams within Technical Services mentoring junior team members.

Job Description: Customer Focus

  • Personally, demonstrates that external (or internal) customers are a high priority. Identifies customer needs and expectations and responds to them in a timely and effective manner. Anticipates and prevents delays or other things that can adversely affect the customer. Keeps customers informed about the status of pending actions and inquiries about customer satisfaction with products or services
Handling Difficult Issues
  • Handles sensitive or difficult issues with grace and confidence. Remains clear-headed and focused and inspires others to do the same. Remains objective in the face of strong emotions. Can acknowledge strong emotions without being unduly influenced by their intensity.
Solving problems
  • Takes a proactive approach to anticipating and preventing problems. When problems occur, defines those problems, investigates obstacles, gathers relevant information, decides whether solving the problem should be a group decision, generates and analyzes alternate solutions and arrives at a workable solution.
Decision Quality
  • Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process.
Innovative Thinking
  • Looks out for new and innovative approaches that will improve efficiency. Embraces and champions new ideas and encourages others to do likewise. Recognizes and rewards people and teams who are creative and innovative.
Managing Multiple Priorities
  • Handles multiple assignments and priorities yet still fulfills all commitments. Readily accepts new responsibilities and adapts well to changes in procedures. Gives appropriate priorities to various work demands
Presentation Skills
  • Comes across as confident and well-prepared when making group presentations. Makes effective use of visual aids or presentation software and looks at ease while handling questions from the audience. His/her presentations hold the audience's attention and tend to be the right length for the amount of information covered.
Product Knowledge
  • Has a good understanding of product line features and benefits and uses that knowledge to optimize sales with each customer. Understands the product market and uses this knowledge to increase personal credibility and product sales. Keeps abreast of competitors' activities and typically responds quickly to what the competition is doing.
Relationship Building / Networking
  • Builds rapport and develops alliances with a broad range of people. Adjusts communication style to meet the needs of individuals at various organizational levels and to meet the needs of clients. Forms alliances by demonstrating concern and respect for others, as well as by highlighting common interests and aspirations. Leave others feeling that he/she will be a trusted ally and is careful to act in ways that reinforce that trust over time.
Sharing Knowledge
  • Makes it a practice to share new skills or knowledge with others in the organization. Keeps his/her manager informed of newly-acquired skills and knowledge and offers to share information, demonstrate skills or summarize learning for others on the team.
Technical Skills
  • Possesses the technical skills and knowledge required to perform essential tasks in an efficient and effective manner. Demonstrates the willingness and ability to train or coach others in the technical arena.
Change Management
  • Proactively assesses the need for change, seeing to it that appropriate resources are available to facilitate changes, considers factors that will support or hinder change initiatives, enthusiastically promotes change in terms of the expected benefits, as well as removing or lowering the impact of potential obstacles.
Leadership
  • Articulates a vision that others choose to follow. Models behaviors expected of others and inspires others to undertake challenging tasks and projects.
Initiative
  • Recognizes opportunities and initiates actions to capitalize on them. Looks for new and productive ways to make an impact. Demonstrates this characteristic when it comes to generating new ideas or processes, capitalizing on new business opportunities, seeking out and taking on increasing responsibility or resolving problems as they occur. Uses sound judgment about when to take action and when to seek guidance or permission.

Job Requirements:

  • Bachelors in Chemistry, Polymer, Plastics or related field (and/or specialized education equivalent). Masters+ Preferred.
  • Requires a minimum of seven (7) to ten (10) years of relevant work experience.
  • This position requires progressive technical experience in the plastics industry as well as experience as a field support representative to customers and sales staff.

Salary: Commensurate with Experience

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