Customer Technical Service (In Plant)

Groton, MA

Posted: 02/21/2019 Industry: Laboratory - Industrial Chemicals Job Number: 65.19CM Pay Rate: 65,000 - 80,000

Customer Technical Service (In Plant)

Responsible for identifying the technical needs (product) of assigned customer base and oversight of any technical activities related to the customer.  This includes coordination of both laboratory and manufacturing activities.  Responsible for the provision of market intelligence related to technical customer needs and competitive activities.


  • Conducts technical service activities to support customers of intermediate to higher complexity, in an effort to grow profitable business for company. Includes problem analysis techniques, understanding customer desired outcome, providing on-site support, and coordination of company resources
  • Manages trial activities related to new business opportunities. Manages 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 company’s product offering in each technology through communication with product management and product specialists, and training with advanced applications personnel. Identifies areas where company can add value to the customer by leveraging new product technology
  • Reports all field activity within CRM tool ( Completes technical call reports and trials as needed, including both internal and external documentation. 
  • Participates in, or lead, strategic customer’s technical meetings. Drives action register for execution of planned technical activities
  • Leads or participates in process improvement initiatives with customer and company personnel. This may required dedicated significant amount of time, as well as company resourced to support strategic customer though major operational improvement projects.  Incorporates advanced process improvement methodology routinely, such as Six Sigma, Kepner Tregoe, or Gantt chart

**If you’d like to hear more about this opportunity and others we are currently working on, please contact Crystal Meeks at 815.756.1221 /

JO:  65.19CM



  • Demonstrated experience with LEAN, Six Sigma and 5S preferred. Experience in printing a plus
  • Excellent problem solving and time management skills
  • Technical Degree (BS) or equivalent level of industry experience
  • Routine usage of mastery of Kepner Tregoe methodologies are preferred
  • Ability to communicate with all levels in the organization in both written and verbal formats
  • Incumbent must possess both strong verbal and written communication skills. This is a customer-facing position that requires a higher degree of interpersonal skill in order to be successful.  Reporting is also a requirement, so strong written communication skills are required
  • The incumbent must possess superior analytical and mathematical skill as problem assessment and resolution may require a formulaic adjustment to the product. Creative problem-solving skills are a must in order to be successful in this troubleshooting role, as well as ability to manage multiple complex projects at once.  The incumbent should have an intermediate skill set in utilizing action item registry and Gantt charts, etc.
  • The incumbent should have some exposure to SAP and Portal
  • Strong knowledge in MS Word, Excel and basic knowledge of Power Point

**If you’d like to hear more about this opportunity and others we are currently working on, please contact Crystal Meeks at 815.756.1221 /

JO:  65.19CM


Crystal Meeks
Sr. Technical Recruiter

Our Industrial Laboratory Recruitment Team specializes in placing candidates at all levels of the chemical development cycle from Laboratory Technicians to Executive Leadership in Research.  I joined CPS in 2011 as a full cycle recruiter and have expertise in the following areas:


Technical Leadership ~ Product Development ~ Organic and Polymer Synthesis 
Formulation ~ Research & Development 
Application Chemistry ~ Technical Service
Process Chemistry ~ Analytical Chemistry ~ Method Development
Regulatory Compliance ~ EH&S ~ Quality Assurance ~ Quality Control 


My recruitment philosophy encompasses the belief that people are the greatest asset in an organization.  Finding the right fit is not only about the technology.  It is about how an employee fits within an organization's culture and ensuring that both parties can add value to each other immediately and in the future.   


If you have interest in finding an opportunity that aligns with your career goals, or if you are a hiring manager looking for talent that can add value to your organization, I would love to hear from you!

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