Senior Technical Service Specialist - Indirect Channel

Responsibilities

• Provide on-site and remote technical support for distributor partners and end-user customers.
• Build customer intimacy.
• Provide product trial support, application surveys, and troubleshooting activities to optimize customer operations.
• Recommend technical solutions that improve process efficiency, product performance, sustainability and cost savings.
• Cross functional collaboration with key internal stakeholders, primarily sales and product management, to maintain existing business and identify new opportunities and support new product trials.
• Share accountability to meet Metalworking Indirect Channel team annual goals and priorities (ex. Safety and Budget).
• Support the execution of strategic growth initiatives for the Metalworking Commercial team.
• Support product implementations, conversions and startup activities at customer facilities.
• Investigate performance issues and develop corrective action plans in collaboration with customers and internal teams.
• Assist distributors in identifying growth opportunities and developing customer solutions.
• Participate in joint customer visits with distributor representatives to support account development and retention.
• Support use of CRM for distributor activities tracking.
• Maintain accurate records of customer interactions, technical findings, and recommendations.
• Communicate customer needs, market trends and competitive insights to internal stakeholders.
• Travel to include distributor and customer sites for required meetings (60%+).

Qualifications

• Bachelor’s Degree required in Chemistry, Engineering, or any relevant business related area.
• Required Minimum Number of Years of Relevant Experience: 3.

Skills

• Customer Focus – Dedicated to meeting customer expectations and requirements.
• Results Driven – Holds self and others accountable for achieving performance objectives.
• Ability to work independently and/or with minimal supervision.
• Communications skills – Written, verbal and active listening.
• Proficient in English – Written and spoken.
• Must have basic working knowledge of Microsoft Office.