Lead Technical Service Engineer - PSA Job

The Lead Technical Service Engineer manages the customer technical interface in coordination with Sales. Responsible for building a comprehensive understanding of Bostik Pressure Sensitive Adhesives, including formulation, physical properties, analytical properties, bond performance, and manufacturing. Will use product line knowledge, interpretation of lab testing results, and understanding of applications and equipment to provide technical support with the goal of maintaining current business and growing new business in partnership with sales.

Key Activities

1. Manage technical projects and lead problem resolution through a thorough understanding of the customer need/issue, completion of lab analyses and pilot trials, and coordination of support from other functions with responsiveness and a commitment to timelines.
2. Identifies and uses internal and external resources to help solve high priority, technical problems and accelerate product development efforts.
3. Solves technical problems by making product and process recommendations. Submits technical needs and/or new project ideas to R&D group.
4. Identifies root causes of more complex customer/product problems. Develops analytical strategies and executes action plans to resolve causes utilizing external/international laboratories or resources.
5. Organizes, analyzes data and explains conclusions/outcomes to customers, global R&D and BU management.
6. Determines validity of product performance complaints using product specifications, QC data, and lab results. Determines suitability of products or product concepts to meet the customer specifications and performance requirements.
7. Modify products as needed for specific customer applications and perform lab work to document modification improvements.
8. Partner with Sales to build knowledge of customer products and applications, identify customer needs, provide appropriate product recommendations, and support customer’s new production qualification process.
9. Build trusting, sustainable relationships with customers by bringing valued solutions through broad market and material knowledge, providing technical recommendations based on statistically derived data, and consistent, positive customer experience.
10. Works with the customer and offers scientifically-based advice when faced with ambiguity, incomplete data and time pressures.

Qualifications and Experience

1. PhD in Chemistry, Chemical Engineering, Polymer Science or relevant technical field, or BS degree with 12+ years, or MS degree with 7+ years of relevant experience.
2. Excellent written and oral communication skills. Effectively communicates and presents at multiple levels both internally and externally.
3. Proficiency in MS Office including statistics in Excel.
4. Proficient with Design of Experiment techniques and their interpretation/implementation.
5. Demonstrates strong interpersonal skills by maintaining good customer relationships.
6. Strong knowledge of standards and regulations that impact markets and products.
7. Ability to manage multiple projects with varying priorities while achieving desired results in timely manner.
8. Travel up to 40% of the time with a primary focus on North America.