What are the responsibilities and job description for the Technical Customer Success W&S position at Acucote, part Fedrigoni Self-Adhesives?
Function Summary:
The Technical Customer Success role is integral to supporting sales growth and enhancing customer retention within the Commercial organization. This position involves providing leadership on New Application activities and serving as a liaison between Sales, Marketing, and Quality departments to ensure seamless technical support, problem-solving, and customer satisfaction.
Primary Responsibilities:
- Technical Support: Provide expert technical support to customers and end-users, including root cause analysis, problem-solving, and the recommendation of new product developments. Support product trials at converter and end-user premises.
- Customer & End-User Visits: Organize on-site or remote customer support visits for complex technical claims and offer technical consultancy as needed.
- Industry & Marketing Insights: Share valuable marketing insights related to products and industry trends with both internal and external stakeholders.
- Liaison Between Sales and Quality Departments: Facilitate efficient communication and the quick resolution of technical claims as part of the Accucare process.
- NOC Process Support: Act as a liaison between the Sales Engineer and Commercial Team for the New Opportunity Creation (NOC) process, ensuring smooth collaboration.
- Product Feasibility Analysis: Gather and analyze information from customers and sales teams to evaluate the technical and commercial feasibility of new product concepts or customer requests. Align these with company processes to initiate new product development projects.
- Training: Conduct training on product conversions and applications for both customers and internal teams.
- Innovation & Solutions Development: Drive innovation by understanding customer and end-user needs and proposing solutions for new product development.
- Product Portfolio Presentation: Collaborate with the Commercial and Marketing teams to present new product offerings and technical capabilities to customers.
- OEM Support & Product Development: Maintain regular contact with OEMs to provide technical support, resolve issues, and contribute to platform-specific product development.
- Supplier Relations: Stay connected with the supplier base and develop knowledge of products that may support business needs for new applications.
- Sales & Profit Management: Understand sales, profit, and opportunity areas within your responsibilities and work according to account-level strategies and defined priorities.
- Additional Duties: Perform other duties as assigned by the Head of Sales, North America.
- Travel: Expected travel of approximately 50%.
Position Requirements:
- Education: High school diploma or GED required; some college or continuing education strongly preferred.
- Experience: 4 years of production experience strongly desired.
- Technical Skills: Strong computer skills, including proficiency with Outlook and Excel.
- Industry Knowledge: In-depth knowledge of conversion, printing, and application technologies.
- Product Knowledge: Familiarity with current product portfolio and products under development.
- Production Knowledge: General understanding of coating and slitting processes.
- R&D Understanding: Basic knowledge of standard laboratory testing and R&D methods.
- Problem-Solving: Strong analytical and problem-solving skills.
- Communication: Excellent verbal and written communication skills for effective interaction with both internal and external teams.
- Organizational Skills: Strong organizational skills, with the ability to manage multiple priorities and work under pressure.
- Customer Focus: Ability to build customer loyalty and foster a customer-centric environment.
- Motivation & Accountability: High motivation and engagement with a strong sense of accountability.
