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 main