Position Summary
The Technical Service Representative is responsible for providing technical support, product expertise, customer service, and sales support for EFTEC products at customer locations. This position serves as a key point of contact between EFTEC and its customers, ensuring that EFTEC products perform effectively in customer processes while supporting product launches, troubleshooting technical issues, maintaining inventory programs, and strengthening customer relationships.
The Technical Service Representative must have strong technical knowledge, excellent communication skills, and the ability to work directly with customer teams, internal sales, technical, logistics, and quality personnel.
Essential Duties and Responsibilities
- Maintain current knowledge of EFTEC product composition, customer application equipment, environmental requirements, and finishing operation processes.
- Provide technical support and product know-how to ensure EFTEC products and services meet or exceed customer expectations.
- Support sales efforts to maintain and grow existing customer accounts.
- Assist with product launches, start-ups, and new account support.
- Assist in the design, development, and commercialization of new coatings to ensure successful performance in customer processes.
- Troubleshoot technical issues at customer sites and provide timely resolution to customer concerns.
- Build and maintain strong customer relationships at all levels of the organization.
- Identify customer needs, expectations, and competitive activity to support sales strategies and increase business opportunities.
- Support inventory management programs at customer locations to improve inventory turns, reduce obsolete product, and maximize freight efficiencies.
- Monitor customer product usage and assist with raw material and finished goods inventory control.
- Complete and maintain required reports, including inventory tracking, KPIs, 8D reports, and other required documentation.
- Perform onsite viscosity testing and other customer-site testing as required.
- Support continuous improvement efforts by identifying process issues, product performance concerns, and opportunities for improvement.
- Ensure understanding of and compliance with customer requirements, including IATF 16949 standards.
- Comply with EFTEC and customer environmental, health, and safety guidelines.
- Support customers in surrounding areas, including out-of-state locations, as needed.
- Perform all other duties and tasks as assigned by management.
Qualifications
Required Skills and Competencies
- Excellent verbal and written communication skills.
- Strong interpersonal and customer service skills.
- Ability to explain technical issues to both technical and non-technical employees and customers.
- Strong analytical and problem-solving skills.
- Ability to work independently in a customer-facing environment.
- Ability to manage multiple priorities and work under pressure.
- Strong attention to detail and accuracy in reporting.
- Proficiency with Microsoft Office, including Excel.
- ERP system experience preferred, including QAD or similar systems.
Education and Experience
- Bachelor’s degree in Engineering, Chemistry, Chemical Engineering, or a related field preferred.
- Minimum of three years of customer technical support experience preferred.
- Lean manufacturing experience preferred.
- Experience in automotive, coatings, adhesives, sealants, manufacturing, or related technical service environment preferred.
- Bilingual English/Spanish skills preferred.
Physical Requirements
- Ability to walk, stand, sit, and work at a computer for extended periods.
- Ability to work in manufacturing and customer production environments.
- Must be able to lift up to 25 pounds.
- Must be able to travel to customer sites as required.
Work Environment
This position primarily supports customer sites and may require time in manufacturing, production, laboratory, warehouse, and office environments. The role may involve travel to customer locations, including surrounding areas and other states, based on business needs.
Additional Responsibilities
This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. EFTEC may assign additional duties as needed based on business requirements and the skills of the position holder.
