Application & Technical Support Specialist II

About the role

The Application and Technical Support Specialist II promotes the use of HarbisonWalker International refractory products and uses their technical knowledge of refractory products to support commercial activities including product marketing, support for product selection and use, and sales activities. This role also works with HarbisonWalker International’s engineering team to solve problems and provide solutions to customers, both internal and external.

Responsibilities

• Leverage deep subject matter expertise to provide technical support for customer assistance, customer quotations, internal and external training, complaint investigation, failure analysis, and collaboration on research and development activities, including new product development concepts and projects.
• Perform analysis of application needs and propose, alter, or refine/define lining designs and installation methods to support customer balancing business needs.
• Contribute to and execute product promotions and marketing strategies as a cross-functional team member supporting segment plan initiatives; prepare for and attend industry tradeshows.
• Perform market analysis and contribute to product portfolio analysis to identify and develop new/emerging business opportunities and align with segment plan initiatives.
• Offer strategic customer sales and technical support.
• Assist in product rationalization, product portfolio modifications, and shape standardization; contribute to pricing and positioning of various products in the subject matter areas.

Requirements

• B.S. degree in Engineering such as Ceramics, Metallurgy, Chemical, Materials Science, or related field.
• Knowledge of industry/customer applications, general refractory science, and marketing/technical skills. Additional knowledge of product lines, product characteristics, construction, installations, customer applications, estimating, quality control, manufacturing, and sales skills is helpful.
• Proficient knowledge of MS Office (Excel, Access, and PowerPoint).
• Ability to work effectively in a team environment.
• Strong analytical, strategic thinking, and business problem-solving skills.
• Project management skills and the ability to coordinate multi-department projects.
• Two (2) to four (4) years’ experience in technical, Research and Development, or commercial refractory roles.

Physical and Environmental Requirements

• Physical Activity: Requires more than 2/3 of time sitting, talking, or hearing; and less than 1/3 of time standing, walking, climbing/balancing, stooping/kneeling/crouching/crawling, reaching, using hands and fingers, and tasting/smelling.
• Lifting: Requires lifting up to 50 pounds less than 1/3 of the time.
• Vision: Requires accurate close and distance vision, color and peripheral vision, depth perception, and the ability to focus.
• Environment: Requires more than 2/3 of time in an office setting; and less than 1/3 of time working near moving mechanical parts, in high or precarious places, exposed to outdoor weather, wet/humid conditions, extreme heat, fumes or airborne particles, toxic/caustic chemicals, and/or vibration.
• Noise: Requires exposure to moderate noise; and less than 1/3 of time working in loud environments.
• Travel: Requires approximately 35% travel (primarily domestic, occasional international opportunity).