Regional Customer Technical Service Manager, Southwest U.S.

ABOUT THE ORGANIZATION
 

Sun Chemical, a member of the DIC Group, is a leading producer of packaging and graphic solutions, color and display technologies, functional products, electronic materials, and products for the automotive and healthcare industries. Together with DIC, Sun Chemical is continuously working to promote and develop sustainable solutions to exceed customer expectations and better the world around us. With combined annual sales of more than $8.5 billion and 22,000+ employees worldwide, the DIC Group companies support a diverse collection of global customers.
 

Sun Chemical Corporation is a subsidiary of Sun Chemical Group Coöperatief U.A., the Netherlands, and is headquartered in Parsippany, New Jersey, U.S.A. For more information, please visit our website at www.sunchemical.com or connect with us on LinkedIn or Twitter
 

Job Title: Regional Customer Technical Services Manager -  Soutnwest U.S.

Travel Requirements: 70% and overnight, air travel

Location: Southwest Region, ideal candidate will be based in Texas, Arkansas, Arizona

Number of Direct Reports:  15

OVERVIEW: Under the general supervision of the Customer Technical Services Functional Excellence Director - US Packaging, this position is responsible for the day-to-day management of the Customer Technical Services (CTS) Reps assigned to a specific region to ensure we provide both optimal services to our customers and meet our overall commitments to them. This includes day-to-day management, development, providing direction, scheduling, and staffing of the CTS Reps within the Southeast region, along with ensuring the optimal level of customer satisfaction. The individual must provide leadership in their assigned region to ensure Sun’s Financial, Information Management and Employee Health and Safety goals are met on a continuous basis. This role will manage a $3MM budget and support a region that could generate $100MM in gross revenues at the requisite margin level set by Sun Leadership. 

ESSENTIAL JOB FUNCTIONS:

ON-SITE CUSTOMER TECHNICAL SERVICES: Operations Management: The Regional CTS Manager is responsible for the day to day management, development, direction, scheduling and staffing of the CTS Reps within an assigned region; this individual will also determine the appropriate manning levels to ensure Sun’s resources can meet customer commitments; this role will also ensure that all established operating and control procedures are followed including customer complaint handling, work scheduling, workload balancing, complaint resolution tracking, etc. in their assigned CTS region and in a manner that achieves customer satisfaction/retention and realizes a competitive cost to serve.

CUSTOMER VALUE ADD ACTIVITIES: Will direct and oversee all customer value add activities as they pertain to new business opportunities and customer maintenance needs alike. This includes continuous improvement activities focused on customer operational improvement including, but not limited to, throughput enhancement, waste reduction and inventory management (working capital reduction), all effectively leading to tangible customer cost take-out. Additionally, will develop and deliver other bundled service offerings such as technical (product and application) training and ink room operational protocols that can be leveraged to acquire new business or maintain existing market share; thereby resulting in indirect responsibility for management for gross revenue in the P&L.

INFORMATION MANAGEMENT: The role is responsible for collecting data on key metrics to ensure we have organization wide reporting on customer satisfaction, quality assurance and cost to serve. Is accountable for using these metrics to identify opportunities to improve processes and productivity in their region.

FINANCIAL MANAGEMENT: This role must monitor costs to serve from a CTS perspective. This entails analyzing needs versus cost to best understand optimal regional service capacities. This includes a staffing analysis which has a direct impact on the company SG&A expenditures and the operating income of the company P&L. The incumbent provides leadership to ensure financial goals and budgets are met by managing CTS Rep utilization, overhead costs, and other metrics. This individual demonstrates a high level of fiscal responsibility within their region on a continuous basis by controlling fixed and variable costs- including labor and overtime.

PEOPLE & ORGANIZATION: The Regional CTS Manager is expected to promote and maintain positive employee relations, creating an open and fair work environment for all assigned employees within their region. This role manages and coaches each assigned CTS Rep, as well as ensure effective communications within the region. Will practice and promote effective, participative, and ongoing Performance Management with their team. Will be accountable for hiring, managing, training, developing, and providing direction and career coaching to assigned personnel. In addition, ensures individual and team goals are aligned with overall CTS strategy and approach. This individual is expected to effectively interact daily throughout the company’s matrix organization spanning peers in Product Management to Sales to Technology to Manufacturing.

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in chemistry or chemical Engineering or alternative technical discipline desired.
• Significant related work experience in customer-facing technical/operational assignments with similar experience in project execution.
• Proven Leadership Skills, team building and facilitation skills.
• Demonstrated strong customer relationship management skill set.
• Familiarity with ink application technology and chemistry (or related technologies).
• Strong computer skill set including demonstrated MS Office proficiency (Word, Excel, PowerPoint).
• Excellent presentation capabilities, comfortable speaking in front of a large audience.
• Established communication and reporting capabilities.
• Six Sigma, LEAN, Kepner-Tregoe, 5-Why, DFMEA, DOE & Minitab experience all a plus.

BENEFITS

We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short and long term disability benefits, 401(k)+match and life insurance. Eligibility of benefit timing may vary.

EQUAL EMPLOYMENT OPPORTUNITY
 

It is Sun’s policy that applicants for employment are recruited, selected, and hired on the basis of individual merit and ability with respect to the position being filled. Sun prohibits discrimination on the basis of race, color, religion, creed, national origin, age, gender, sexual orientation, gender identity, marital or veteran status, disability, or any other status protected by applicable law.
 

Employment agencies are an important component of our talent acquisition strategy, and we value the partnerships we have built with our preferred vendors. We will not accept unsolicited resumes from employment agencies for any employment opportunity. All resumes submitted by search firms to any employee at Sun Chemical or directly to hiring managers in any form without a signed contract on file, and search engagement for that position, will be deemed unsolicited in nature, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means. Additionally, any resume submitted without a contract in place will be considered property of Sun Chemical and no fees will be paid to the agency if the candidate is hired.

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