Job Title: Director of Technical and Customer Services

City: Pine Brook

State: New Jersey

JOB DESCRIPTION:

  1. Managing the work performed by the members of Customer Service & Training Department, including exercising managerial authority over the structure and staffing of the department and the authority to make personnel decisions (including but not limited to hiring, termination, leave authorization, etc.);
  2. Reviewing and implementing changes to Product Specifications and Product Pricing to improve competitiveness and ensure profitability based on insights from Customer Service & Training staff and review of customer feedback;
  3. Evaluating and approving release of technical recommendations and responses to inquiries from customers, agents, original equipment manufacturers, and internal sales team members;
  4. Developing and managing Technical Service Strategy by reviewing technical services provided by Customer Service & Training department and intervening as necessary to ensure efficient resolution of product issues;
  5. Soliciting reports, analysis, and documentation from Research & Development, Engineering, Manufacturing, Accounting, and Sales Departments to make informed decisions on Technical Service Strategy, Product Pricing, Product Specifications, Training Programs, etc.;
  6. Utilizing specialized knowledge of proprietary, patented Die Cutting technologies to develop Training Programs with the goal of cultivating relationships with new customers, increasing employer presence throughout the industry, and improving the technical acumen and awareness of internal staff;
  7. Providing guidance and direction to other staff members with respect to the application of proprietary, patented Die Cutting technologies to facilitate sales, negotiations, and the resolution of technical issues;
  8. Presiding over Training Sessions to introduce and support launch of newly developed products;
  9. Developing systems to resolve issues with customers, including returns, allowances and credits;
  10. Utilizing expertise in products and systems to provide in depth consultation to key customers with respect to die cutting issues and productivity by visiting plants with recognized issues and defining processes by which to correct these highly technical and complex production issues;
  11. Analyzing the businesses of competitors and reporting findings and recommendations to senior leadership;
  12. Representing employer at Trade Group Meetings, local and national, including AICC and TAPPI; and
  13. Maintaining the confidential nature of Group Processes, Trade Secrets, Designs, Discounts, Discoveries, Customer Lists, and Technical Data.

EDUCATION AND EXPERIENCE REQUIREMENT: Requires 2 years of experience in job offered or 2 years of experience in the Related Occupation

RELATED OCCUPATION:

Sales Representative or any other job title performing the following job duties:

  1. Utilizing specialized knowledge of proprietary, patented tool and die products and services to present and administer a plan of Training Demonstrations at Packaging Plants with the goal of cultivating relationships with new customers and increasing employer’s presence throughout the industry.

These products included:

    1. Materials for the Construction of Cutting dies;
    2. Anvils and Anvil Covers;
    3. Feedless & Crushless Wheels;
    4. Safety Steps;
    5. Hand Tooling; and
    6. Container Tab Waste Removal Systems.
  1. Presiding at regular Training Sessions to existing customers to introduce newly developed products and assist them in incorporating these products into their existing systems;
  2. Developing systems to resolve issues with customers, including returns, allowances and credits;
  3. Utilizing expertise in proprietary tool and die products and systems to provide in depth Consulting Services to customers with respect to die cutting issues and productivity by visiting plants with recognized issues and defining processes by which to correct these highly technical and complex production issues;
  4. Analyzing the businesses of competitors and reporting findings and results to the Sales Manager, including recommendations for improvements; and
  5. Attending Trade Group Meetings, local and national, including Association of Independent Corrugated Converters (AICC) and Technical Association of the Pulp and Paper Industry (TAPPI).

JOB TIME: Full Time