Technical Support Manager jobs in Green Bay, WI

Description

National Carwash Solutions has grown over the past 51 years to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. Our world-class brands are backed by the largest service network in the country with more than 500 dedicated service professionals and growing! Come join us for an extraordinary career in a high growth, team-oriented company.

The Role…

You’ll oversee field technical support for chemistry applications with both direct customers and distributors across the US and Canada, with potential for international support as it arises. This will include supporting chemical product development and testing, troubleshooting issues that arise in the field, organizing tests for new products and new customers, and providing internal and external training. For qualified candidates, the role may also include oversight of chemistry R&D and/or quality resources.

What You’ll Do…

• Design appropriate field testing programs for new products and reformulations to ensure attainment of product and market objectives, while coordinating with appropriate sales, product and operations leaders to ensure effective communication around needs to be met and risks to be mitigated.
• Coordinate, oversee execution, summarize findings, and communicate results from field testing with internal customers and with distributors.
• Support chemical application equipment design and testing in conjunction with NCS Engineering teams and field service teams.
• Support development and delivery of content used in both internal and external training events around field applications of NCS chemistry products.
• Support trade show activity alongside NCS sales team to support technical sales discussions.
• Support account sales teams in designing, coordinating, executing, troubleshooting and capturing results from chemical trials conducted as a part of the sales cycle for new accounts.
• Serve as a subject matter expert to review and give input to configuration and selection of chemical packages, guiding sales team’s quotes in line with Customer’s expectations of price and quality.
• Support one-off customer troubleshooting field visits to diagnose wash performance issues and provide recommendations for optimal chemical and wash equipment settings.
• Serve as a deep product expert and last line of defense supporting NCS chemistry field service technicians in resolving customer issues.
• Develop root cause analyses, mitigation plans, and appropriate customer responses for field quality issues identified throughout the NCS value chain.
• Coordinate with related chemistry production and distribution teams to diagnose and resolve product issues manifesting in the field.
• Provide field application input into product, R&D processes.
• Support technical communication between our production, R&D, field support, and sales resources to ensure trade-offs and concerns are understood and trust is maintained in NCS’ products’ capabilities.
• Support field safety and regulatory requirements as needed (e.g. verifying SDS sheet accuracy).

For qualified candidates, additional responsibilities may include:

• Support prioritization of new product research projects in alignment with product development roadmaps.
• Manage the formulating chemist(s) focusing on new products.
• Oversee multiple research lab members in executing quality sampling and testing on production batches.
• Serve as a final review on production quality evaluations and finished product standards
• Monitor day-to-day lab productivity and related external contract support to ensure service delivery targets are met
• Oversee continuous improvement efforts for lab operations.
• Coordinate with Manufacturing and Purchasing Group on optimal raw material product selection.
• Manage operating finances and budget for executing lab work, and keeping R&D processes and capital equipment up-to-date with current industry standards.

What you’ll need…

• Undergraduate/Graduate degree in Science / Technology / Engineering, with Chemistry or Chemical Engineering degree preferred.
• 10 years experience managing and leading large scale chemical projects and product launches impacting multiple sites across the country.
• 5 years experience in Program Management and/or team management.
• Experience maintaining & improving technical support best practices and standards.
• Experience coordinating and leading team members across multiple functional specialties (Supply Chain, Finance, Product Management, Engineering, Manufacturing, IT, Safety, HR, Learning & Development).
• Experience delivering large group and small group technical training events
• Strong Microsoft office capabilities (especially PowerPoint, Excel).
• Up to 75% travel may be required – depending on nature of workload and geographic location.
• Would be an asset to have:
  • MBA or other related Masters degree
  • Experience in industrial, discrete product manufacturing environments.
  • Experience with data analysis/visualization tools (e.g. Tableau, PowerBI).
  • Formal Agile and/or lean manufacturing training.
  • Lean or other continuous improvement training/experience

Grow your career supported by an energized and passionate team, professional development, training, flexibility and opportunities for advancement. We offer competitive wages and benefits including comprehensive health, dental and vision coverage, matching 401(k), paid time off and more.

National Carwash Solutions is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.