Job Title:

Technical Service Rep II

Location:

Bardstown, KY Shift:

1st

Shift Pay:

Based on Experience

Travel:

70% and overnight

Overview:

The Technical Service area will be onsite in Bardstown, KY, at AFS. Incumbent is responsible for identifying the technical needs (product) of assigned customer base and oversight of any technical activities related to these customers. This includes coordination of both laboratory and manufacturing activities. Responsible for the provision of market intelligence related to technical customer needs and competitive activities.

Essential Job Functions:

Conducts technical service activities to support customers of intermediate to higher complexity, to grow profitable business for Sun Chemical.

Manages trial activities related to new business opportunities.

Manages transition plan for new business, including coordination with sales and/or supply chain for ramp up of new products, task management related to new equipment installation, advises on temporary shift management for inplant personnel, and layout of inplant or customer ink production area.

Makes product selection decisions based on end use application.

Conducts research to develop custom products, coordinates with internal product management to define product recommendations, provides fitness for use guidance that aligns with end use application, required specifications, and customer process.

Defends against customer claims by conducting research to validate customer complaints and assesses product fitness for use given equipment and process conditions.

Supports sales team in meetings to discuss complaint and claim details.

Achieves Subject Matter Expert level knowledge of Sun's product offering in each technology through communication with product management and product specialists, and training with advanced applications personnel.

Identifies areas where Sun can add value to the customer by leveraging new product technology.

Reports all field activity within customer relationship management tool (salesforce.com).

Completes technical call reports and trial reports as needed, including both internal and external documentation.

Submits, and follows up color match requests.

Participates in, or leads, strategic customer's technical meetings.

Drives action register for execution of planned technical activities.

Leads or participates in process improvement initiatives with customer and Sun personnel.

Incorporates advanced process improvement methodology routinely, such as six sigma, Kepner Tregoe, or Gantt chart.

Required Education and Experience:

Technical Degree (BS) or 5-10 years of industry experience.

Good verbal and written communication, analytical and mathematical skills, and creative problem solving.

Strong knowledge MS Office and SAP.

Intermediate skill set with Gantt charts.

Manage multiple complex projects at once.

High level of pressroom and printing process knowledge.

Preferred Education and Experience:

Usage and/or mastery of Kepner Tregoe methodologies

3-5 years of field Customer Technical Service experience Experience with lithographic printing and heatset