This company is a leading global innovator of liquid color and additive technologies for plastic. With worldwide production, R&D and commercial facilities, they are able to supply there customers with a portfolio of consistent formulations and dosing systems, backed up by global technical and regulatory support services.
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The Technical Service Department
The primary function of the Technical Services Department is to support our customers and Commercial functions. Specifically the department is responsible for:
· Running trials to gain new business.
· Converting new customers over to company systems and products.
· Running trials of new products.
· Attending customer sites for maintenance visits, problem solving and training.
· Refurbish equipment as required.
· Support where appropriate other functions within CMNL during peak periods and periods of holiday / sickness.
The Role
The Technical Service Engineer is responsible for all technical maintenance of our customers based in the sales regions of CME1 through to CME10 and also support sales regions outside of these boundaries when required. The role incorporates a significant amount of travel between customer sites and company offices.
Accountabilities
· Delivery of an excellent quality of service to our customers in all aspects of Technical Service delivery.
· Close liaison with the Regional Account Manager to ensure the customer relationship is positively maintained.
Responsibilities
Existing Customers
· Machine Conversion to run products effectively and efficiently to new injection or extrusion processes.
· Conduct dosing conversions from superseded to upgraded CME dosing systems.
· Product Trials at customer site.
· Manage product trials to gain technical or commercial approval at new customers or existing customers.
· Support the introduction of any new dosing and packaging systems.
· Training customer staff in best practice in CME product, related equipment and dosing systems.
· Process Consultation.
· Trouble shooting of the customer process.
· Conduct Non-Conformance Report investigations on formal customer complaints.
· Resolving technical issues.
· Day to day direction & communication with the Technical Service Manager and Customer Relations.
· Use Technical Services Request System including customer trials, samples and all other work for customers.
· Produce, analyse and plan from performance data.
· Attend other customer meetings as agreed with Regional Account Manager.
· Clarify the purpose of any customer visit with the Regional Account Manager before agreeing to the meeting.
· Make annual service visits to pre-defined existing customers.
· Conduct training sessions appropriate for existing customers.
New Customers
· Apply the conditions of the trial as defined by Regional Account Manager.
· Seek agreement of Regional Account Manager for any additional product trials.
· Gain feedback from customer regarding let down, colour and adjust the trial as necessary.
· Gain the customer’s agreement to the acceptability of the colour and let down.
· Identify any reasons why the trial may not be successful.
· Report the outcome of the trial to the Regional Account Manager and Technical Service Manager.
· Clarify the extent of any technical problems and resolve by the most effective & economic method.
Management Interfaces
· Technical Manager: formal communication through the annual appraisal procedure, Technical Services meetings held three times per year regarding priorities, budgets, new products, Health and Safety, systems, targets and Key Performance Indicators. A further formal interface is the review of Technical Service data logged onto the Oracle system by the TSE. Informal interface through telephone, direct conversations and on a weekly basis. Daily emails regarding business activities.
Service Provider Interfaces
· Technical Service Engineers: informal interface relating to knowledge sharing and support on a weekly basis at least over email and telephone. Formal interface at the Technical Service meeting held three times per year.
· Customer Relations: Informal communications relating to customer order information on a daily basis via email or the telephone.
· Global Development: Formal interface through the Global Development Team attending Technical Service meetings to discuss matters such as the development and use of new products. Informal communication occurs every two weeks over email and the telephone regarding new developments impacting on the Technical Service function.
· Equipment Department: Frequent informal discussion relating to the progress of orders or replacement stock which is carried out over the telephone or email.
· Logistics Departments: Frequent informal discussion relating to the progress items to be shipped or out for delivery or proof of delivery which is carried out over the telephone or email.
· Quality Administrator: Infrequent communication relating to the progress of samples.
· Regional Account Managers: Informal interaction regarding trials and customer issues on a daily basis over the phone or email and a formal interface through the Oracle reporting procedure.
· Quality Manager: Informal discussions relating to Non-Conformance Reporting through the telephone or email infrequently depending upon the NCR issue.
· Engineering Project Leader: Ad hoc and informal communications relating to how new engineering developments function; the provision of advice for trouble shooting at the customer site and more formal interaction in relation to the provision of written documentation or training.
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Experience Required
· Excellent written and spoken English and French.
· Ability to ‘trouble shoot’.
· In possession of a current valid passport and current valid driving license.
· Able to travel internationally (in Europe but also internationally outside of Europe) travel at short notice.
· Ability to develop existing systems and introduce new alternatives.
· Ability to train customers through clear explanations with patience and understanding.
Desired
· Previous electrical experience.
· Previous experience of processing.
· Knowledge and experience of polymer science.
· Previous experience in the plastics industry.
· Previous engineering experience.
· Commercial knowledge and understanding.
General Information
· In addition to the duties and responsibilities listed, other duties may be assigned by the Line Manager.
· This document is a guide to the role. It may be changed from time to time to meet changing circumstances. It does not form part of any Contract of Employment.
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