Technical Service Representative

ELANTAS is a leading manufacturer of insulation and protective materials for the electrical and electronics industry. The portfolio includes coatings, resins, adhesives, and flexible insulation materials for electrical and electronic applications. ELANTAS combines high-quality products with customized solutions and comprehensive services. ELANTAS is part of the ALTANA Group and employs more than 2,000 people worldwide.

About the role

The Technical Support Representative acts as the first point of contact and provides a link between the customer and the appropriate departments within our company on technically related matters. This role is critical in delivering our value promise to existing and evolving customers. In coordination with the commercial representative, you will serve as the primary point of contact and resolution for customers, providing support through all necessary communication methods, including the development of training programs.

Responsibilities

• Write tank reports and advise on customer issues as the lead of the Resin and Varnish Analysis program.
• Assist in testing customer tank samples, adjustments to customer tanks, and reporting of sample results and recommendations.
• Respond to customer inquiries in a timely manner for technical support, information, and complaints.
• Organize and implement testing of products for known or suspected problems.
• Communicate questions or problems to other internal groups for follow-up, as appropriate.
• Communicate regularly with Research & Development, Sales & Marketing, Customer Service, and Quality Services departments regarding product testing, failures, and quality.
• Develop personal skills and product knowledge to more effectively carry out assigned responsibilities.
• Provide technical support to assist the Commercial Group, including customer visits when required, and supply samples and current information to support new business growth.
• Develop and support training programs for distribution partners to facilitate new business growth.
• Regularly report and review with management the status of customer problems or issues.
• Assist in maintaining ISO/TS 16949:2002 certification as required.
• Contribute to a safe and healthy working environment by working safely, using provided equipment, and following health and safety instructions.

Metrics / Deliverables

• Business growth with new and current product offerings for existing and new customers.
• Participation in industry-related forums to promote ELANTAS technology.
• Customer visits to support commercial objectives and growth.
• Training programs to support distribution partners in growth areas.
• Measure of successful completion vs. requests received.

Requirements

• 4-year bachelor’s degree in chemistry or a related engineering field.
• 3 years of related experience.

Skills

• Excellent oral and written English communication skills.
• Ability to work collaboratively with all relevant internal and external stakeholders in an international business environment.
• Driven, self-motivated, and proactive individual.
• Flexible, self-disciplined, and sensitive to cultural differences.
• Strong interpersonal skills and result-oriented mindset.
• Ability to perform multiple tasks simultaneously.
• Ability to demonstrate and foster safe working behavior in the team.

At ELANTAS, innovation is driven by a belief in progress combined with long-term stability. Success is achieved through people, who are given the space to grow, the freedom to shape, and the empowerment to act. Based on financial strength and shared values, ELANTAS fosters a culture of openness, development, and innovation through diverse perspectives.