Senior Field Technical Service Rep. (Grand Rapids, MI)

Position Summary

Senior Field Technical Service Representative responsibilities include line performance and quality trend tracking, technical troubleshooting (color, appearance, etc.) and reporting. Documented inventory, line trial support, new model color program management/support, and customer complaint assistance. The position also requires attention to inventory tracking and close communication on paint usage and trends with the account FTS Specialist, Technical Account Coordinator, and/or Account Manager.

Position Responsibilities

• Cook up and communicate day-to-day operations and projects with customer base and appropriate Lansing personnel via maintaining action register.
• Track and communicate inventory levels with the FTS Specialist/Technical Account Manager and Sales representatives for effective stock management.
• Aid in generating all reports, data, presentations, and documentation on projects and issues pertinent to the account as necessary in an effective and timely manner.
• Update Action Registers and chair internal meetings as required.
• Maintain Line Audit and Trial Form documentation.
• Complete necessary reports to effectively track NPAA performance at account (action registers, quality, KHB document, and monthly reports).
• Facilitate internal team meetings for action register and other project reviews.
• Aid Account Manager in accurate forecasting of materials.
• Monitor and track NPAA’s on-line performance, incoming quality for processing color and appearance criteria.
• Perform QC tests on NPAA materials on site as required.
• Complete material adjustments (solvents, pigment dispersions and additives) for optimum processing and color quality.
• Contribute to developing customer application line correlations and assist Lansing group in formula optimization.
• Track and document process and/or robot program changes. Recommend process and/or robot program changes for product performance improvement.
• Coordinate and monitor sample submissions and production trials.
• Enter Customer Complaint and RGA requirements with sales and account manager.
• Monitor customer production runs and communicate customers’ performance requirements within account.
• Recommend process and/or robot program changes for product performance improvement.
• Document customer line process to maintain correlation, determine root causes as needed, and assist in determining preventive actions.
• Coordinate sample submissions and production trials.
• Participate in facility continuous improvement activity programs.

Qualification Requirements

• The individual must be able to perform each essential job duty and responsibility satisfactorily.
• The following requirements are representative of the knowledge, skills, and/or abilities needed to perform the job at a fully acceptable level:
• Required Minimum of 3 years of customer based technical experience in coatings industry (2 year degree preferred)
• Computer and software skills are a must (Microsoft Excel and Word)
• Communication skills (report writing and data interpretation)
• Good organizational skills (data collection / graphing)
• Interpersonal skills
• Strong customer focus and relationship building skills
• Good problem solving skills
• Be able to work with 2 component coatings and isocyanates
• Time management skills
• Ability to wear a respirator/all necessary PPE – including being clean shaven for respirator use
• Ability to work off shift hours in order to meet the needs of the business.

Culture & Community

As part of the NPAA family, you’ll enjoy company events throughout the year celebrating and appreciating our employees’ hard work and dedication.

Qualification Requirements

• Required Minimum of 3 years of customer based technical experience in coatings industry (2 year degree preferred)
• Computer and software skills are a must (Microsoft Excel and Word)
• Communication skills (report writing and data interpretation)
• Good organizational skills (data collection / graphing)
• Interpersonal skills
• Strong customer focus and relationship building skills
• Good problem solving skills
• Be able to work with 2 component coatings and isocyanates
• Time management skills
• Ability to wear a respirator/all necessary PPE – including being clean shaven for respirator use
• Ability to work off shift hours in order to meet the needs of the business.