Technical Service Rep

Description

The Technical Service Representative (TS-Rep) aims to enhance customer satisfaction and business growth by providing expert technical support for Eastman's AMI products in the Films division, particularly focusing on PVB applications in Architectural and/or Automotive sectors.

Responsibilities include engaging with customers to identify needs, providing technical product and process support, facilitating application development, and building strong relationships within the industry to drive continuous improvement and innovation. Someone successful in this role acts as knowledge expert in our customers' area of practice, and can therefore, effectively support the sales organization, customer service, business management, product development, product commercialization and identification of new ideas and insights.

The TS-Rep role involves a blend of technical expertise and customer engagement, requiring problem-solving abilities, effective communication skills, and the capacity to work independently while traveling. Tasks are dynamic and involve both remote and on-site interactions. Technical Service Representatives provide technical support to our direct and downstream customers on commercial and developing products to ensure successful production and continued earnings growth for Eastman.

The Technical Service Representative (TS-Rep) is responsible for connecting with the external environment to identify opportunities and threats in the Films division, particularly for PVB applications. They support the AMI core business by providing technical product and lamination process assistance to customers, both remotely and on-site, encompassing activities such as transitioning customers to Eastman existing solutions, troubleshooting technical issues through usage of analytical and statistical tools, monitoring competitive activities in the market and identifying customer unmet needs to introducing new products and technologies developed by Eastman. Additionally, active in the end-user customer facing team, advocating usage of Eastman solutions through industry associations and end users, but also supporting alleviation of field claims. Main internal touchpoints in the AMI division are the technology, quality, manufacturing, product management and marketing teams, those relationships being critical to succeed in the aforementioned responsibilities. Appropriately engages new and existing customers, and always provides timely communication and feedback, thereby building effective working relationships with the customer base.

This is a remote position with a preferred location near Dayton, Ohio.

Responsibilities

* Work safely and support the All In For Safety effort through training, observations and encouraging good safety behavior among co-workers and customers

* Serve as fully competent technical and application knowledge experts in customers' area of practice to support external customers and internal partners; apply mechanical, chemical, and process engineering principles in customer environments. Develop in-depth technical expertise and substantial market knowledge. Conduct market assessments to identify opportunities and threats in the Films division.

* Monitor competitive activities and report findings to internal stakeholders.

* Provide remote and on-site field engineering support and training to customers. Diagnose, analyze, and resolve complex application, processing, and performance issues using a systematic, data-driven approach. Answer customers' technical questions concerning Eastman products, lead root-cause analysis and implementation of corrective actions, and provide in-depth training on Eastman products/processes to enable customers to be successful with our products in their applications. Proactively assist direct customers and downstream customers in conversion of new and existing applications to Eastman products. Facilitate the conversion of customers to Eastman AMI products. Develop a strong understanding of customer operating environments, constraints, and decision drivers.

* Maintain strong relationships with customers and industry contacts to enhance collaboration and service delivery.

* Support opportunity management processes that prioritize, track, and drive opportunities to align with business strategy (new business, protect, & grow opportunities); use consultative and evidence-based influencing skills to recommend and defend technical solutions, capture value, and execute commercialization.

* Leverage discovery to understand interactions with a customer and translate technical, market, competitor, and customer insights into actionable internal recommendations.

* Develop and follow Territory Management Plan to ensure maximum business growth.

* Collaborate with internal teams to drive application development and product improvements. Act as a technical interface between customers and internal functions (marketing, manufacturing, sales, R&D, quality), demonstrating cultural adaptability across customer and internal environments to promote and enhance Eastman's products and support growth initiatives through participation in market activation.

* Develop technical literature to support new products and techniques and generate physical property/performance data to support technical service and market needs.

* Provide leadership by leading small project teams as appropriate, helping to solve complex, multi-disciplinary problems on cross-functional teams, leading lab or organizational competency efforts, and providing responsive help to teams across Eastman organizations.

* Effectively document work with written and oral communication both internal to Eastman via technical reports, service call reports, presentations, and/or poster sessions, and externally via clear, professional, and persuasive written communication and formal customer presentations.

* Actively participate in team meetings, share and record/capture knowledge.

* Travelling (80% or more) within Americas.

* Prioritize travel and project responsibilities with respect to business strategy, budget, and workload.

* Provide training and mentorship to less experienced teammates.

Qualifications

Education: A Bachelor's degree or higher in Engineering, Chemical/Physical Science, or a related field required

Expertise:Strong technical knowledge in plastics processing, polymer applications, lamination processes, or related materials/process engineering disciplines. Experience with PVB applications is preferred but not required. Familiarity with systematic problem-solving methodologies (e.g., Six Sigma, root-cause analysis, structured troubleshooting) is highly desirable.

Experiences: A minimum of 3 years of industry experience required. Demonstrated experience in customer-facing technical, field engineering, or application development roles is required, including working directly with customers to identify problems, recommend solutions, and support implementation. Experience within the automotive or architectural sectors is preferred. Previous roles involving independent decision-making in customer environments and cross-functional collaboration are beneficial.

Capabilities/Skills:

* Excellent analytical and systematic problem-solving skills.

* Strong communication and interpersonal skills to clearly explain and defend technical recommendations with customers and internal teams; ability to build credible working relationships with customers, including in challenging or high-pressure situations.

* Self-motivated and organized; capable of managing multiple priorities in ambiguous, customer-driven environments. Self-starter with the ability to work autonomously and deliver results.

* Ability to work independently as well as collaboratively in cross-functional team environments.

* Proficiency in using information systems and remote communication tools.

* Excellent presentation skills for technical and non-technical audiences.

* Strong troubleshooting and field diagnostic skills.

* Proactive, self-directed, creative, and takes initiative.

* Demonstrated commercial aptitude and ability to balance technical, customer, and business considerations.

* Strong computer skills and proficiency in Microsoft Office.

Languages: Fluency in English and the specific languages of the customer locations is required. Additional Mandarin language skills are an advantage

Tags: #LI-Remote #LI-Ohio #LI-Dayton