TECHNICAL SERVICE REPRESENTATIVE SR.

About the Company

A chemical structure is only as strong as the bonds between the molecules. At BASF / Chemetall, the strength of the bonds lies not just in the chemicals but is also mirrored in the links forged between the global companies and employees of the BASF / Chemetall world. We are a company with highly qualified talent, who give their contribution each day across the different sectors to make the BASF / Chemetall difference. We demonstrate uncompromising ethics and appreciation for our employees, as well as respect for the environment. BASF / Chemetall is a leading specialty chemical company whose quality, innovation, and service exceed the expectations of our customers.

About the Role

Represents the Company by providing technical support functions to established and prospective customers for the purpose of ensuring that the provided technology and equipment is properly managed for optimum efficiency and safety. The purpose of the Technical Service Representative is to support and reinforce our company product value proposition with the customer, by participating on the installation, troubleshooting and training of proper use of process equipment provided by BASF Chemetall. Reporting directly to the Senior Technical Supervisor.

Responsibilities

• Technical Support
• Second line of technical support with customers.
• Foster a Safety mindset acting as a safety ambassador for customers.
• Provide in-depth technical service to key customers to insure the Chemetall processes are being managed within the parameters outlined in the process instruction provided; ensure that the process is checked both chemically and mechanically.
• Communicate with a written service report utilizing clear purpose driven comments of action items and findings. Service reports need to be loaded into Salesforce and notify all key stakeholders.
• Participate in large, regional and / or global customer start-ups, as defined.
• Support key customers, Industry Sales, and RTS for assisting in process design improvements.
• Promote and execute roll-out of new technologies, aligned with RTS, Regional Marketing, Key Industries and Technical.
• Participate in and contribute to business reviews to continually reinforce our value proposition while keeping our customers out of the zone of indifference.
• Exchange application knowledge and best practices with key stakeholders, for example : regular touchpoints with customer engineering, line supervisors, operations etc., which will help identify gaps and potential needs for future opportunities.
• Participate in troubleshooting, identifying the root cause and propose the best solution for our clients.
• Provide routine service to select key customers within sub-region geography. The goal is to develop and strengthen relationships with key stakeholders and bring value to key customers through audit performance.
• Set up each account with the proper process instructions for the chemical process supplied by BASF / Chemetall.
• Establish and ensure continuity and standards of Technical Service quality across the organization.
• Educate our customers on proper handling of chemicals, reagents, and sample submission procedures (Best Practices).
• Develop information regarding the plants organizational structure, survey of processes we could potentially provide and competition in the plant processes or as a threat to our business communicate and update this information in writing.
• Conduct tests for technical approvals for key, segment sponsored customers, on site or in BASF / Chemetall labs.
• Establish, if possible, a method of measurable performance standards based on the results that the process is meant to provide the customer.
• Will be able to make product recommendations that are in-line with our product portfolio and the Chemistry of our technologies, Industry best practices and Product Management initiatives, based on legislative, customer requirements.
• Look for opportunities to add business whenever possible, to be done in concert with the Technical Sales Representative (our best leads come from our customers).
• The function includes bringing value to the customer by :
• Chemical Analysis of PT Lines
• Register data in control formats
• Concentration adjustment in stages
• Complex troubleshooting
• Logbook Update
• Sending a report via email and updating SharePoint Information
• Sample collection for shipment to Lab
• Compliance with the visits schedule
• Keep the Operations manual updated
• Training courses
• Starting new processes and testing new products
• Process optimization
• Experiment Design
• Meeting with customer staff and international staff
• Cost Reduction through best application practices
• DOE, Process Validation
• New Product Introduction
• Communication specialists Chemetall
• Administrative support
• Serve as an administrative liaison between the client and internal departments to ensure proper service execution and customer satisfaction.
• Support documentation management for audits, technical approvals, and regulatory compliance.

Skills