Position: DGM / GM - Technical Services

Location: Etown, KY (Hybrid role - 3 days onsite)

Salary range: $110,000 – up to $140,000 gross per annum

Full–Time Role

Job Purpose:

Responsible to supervise new development and modification in PE recipe, standardization and monitoring of PE sample and supervise in rectification of customer complaints and execution of samples (manufacturing and testing).

Accountabilities

• Perform technical support in developing new product by marketing team.
• Test and run the feasibility check and ensure that the new product will run smoothly.
• Maintenance of Customer Complaint Management System (CCMS).
• Provide the guidance to the team for solving the queries/trouble shooting various issues etc.
• Liaisoning with the respective department for solution of the complaints. Preparation of the MIS /reports on technical support issues, develop FAQ for end user etc.

Key Performance Indicators

• Support the new product development team in configuration of the product without any hassle.
• Maintenance of CCMS.
• Understanding of converting process & Applications Resolving customer complaints on daily basis as per defined SLA.
• Track and update the solution on CCMS.
• Monthly dashboard/MIS/FAQ etc. to be prepared and shared with the concerned stakeholders.

Interactions

Internal

• Regular interaction with all functions like marketing, purchase, new product development, Energy, Utilities, Electronics and other technical teams etc.

External:

• Interaction with customers on improving the quality, providing a SLA bound services, complain resolution etc.

Skills and Knowledge

B. Tech/B. E/Diploma in Polymer / Chemical Engineering and should have 15 to 20 years of work exp. in the same line. Individual having Technical knowledge of all Films & Flexible Packaging Background is an ideal candidate

Technical and Behavioral Skills

• Should have worked in technical services role
• Should have team leading experience and leadership quality
• Positive attitude towards work and organization, Quality to take challenges.