Technical Service Engineer Adhesives/Paper

About the Role

The Technical Service Engineer is responsible for assessing customer needs and providing technical expertise to existing and potential customers in support of the Industrial Starch product line to maximize value creation. This will be accomplished by building strong relationships with customers and understanding their processes to provide enhanced solutions to the customers.  This position will include customer support, process and equipment troubleshooting, design, operation, and improvement, as well as supporting applications development and new product development projects.  This position requires a significant amount of travel (40% +).

Primient is a leading supplier of Industrial Ingredients to customers throughout areas such as paper, adhesives, building materials, and many other specialty applications. We work in partnership with our customers, to understand each unique process and application, then bring together our expert resources to formulate and develop the right solutions. This collaborative and comprehensive approach is how we’ve become one of the world’s leading industrial starch companies. The Technical Service Engineer is a critical role within the Industrial team. Customer focused, collaborative, results oriented individuals in this role directly contribute to the achievements of the product line and the strong reputation Primient holds among the industry.  This role is responsible for executing best-in-class technical support to our customers in order to drive value creation.

Key responsibilities: Technical Service Engineer

• Operate as a fully engaged safety champion
• Assumes primary responsibility to represent the team during technical customer interactions, establishing and building relationships with customer contacts, gathering key feedback and input in order to respond to customer needs with appropriate timeliness and with the most effective solution.
• Leverages Primient capabilities and broad range of products and expertise to explore and develop solutions.  Clearly demonstrate and document the value of working with Primient and the solutions provided.  Recognizes the issues that must be resolved and can be innovative on multiple solutions paths to drive to a mutually beneficial solution.
• Effectively questions and explores concepts, sources, and information to better understand customer needs and how to apply solutions.  Partners with Primient sales colleagues and the customer to explore and identify the most mutually viable solution that meets the customer’s needs.  Adapts and delivers compelling value propositions to expand sales and drive value.
• Plan, Organize, Conduct, and Support customer trials, lab work, and technical projects to support and fulfil commercial strategies, including technical reports and data analysis; coordinating with customers and field teams as needed
• Provide thorough written documentation of projects and methods/training documents.  Develops and communicates compelling technical insights to secure customer commitment to engage in new solutions.
• Confidently operate trial equipment successfully to meet trial and customer objectives with the ability to think and act swiftly and flexibility to changes or issues.  Support equipment design, operation, and maintenance or modification to process equipment whether at customer locations, toll manufacturers, or internal partners.
• Develops a broad industry network, identifies, and builds key relationships both internally and externally who are critical to solving customer needs.  Advocates the sharing of insights and technical knowledge with cross-functional stakeholders to drive continuous improvement and share the voice of the customer.
• Accountable for delivering to the high level of standards and quality set within Primient and expected by our customers and partners.
• Significant travel required to cover customers across North America in applications from paper (printing and writing, packaging, tissue, etc.), adhesives, building materials, and many specialty applications.  Estimate travel at 40%+, sometimes with little notice.

PERFORMANCE MEASURES

• Safety engagement
• Industrial Product Line Target Contribution Margin
• Industrial Product Line Value Creation Portfolio Projects Execution
• Customer feedback and engagement
• Ability to navigate and understand customer processes and provide solutions
• Ability to operate equipment and perform acceptably in the lab – assessment
• Ability to perform calculations required for the role – assessment

About You

COMPETENCIES

Customer/Market Driven – Understands and anticipates customer/market aims, needs, processes and success measures, to better develop and position solutions that have real impact. Actively seeks feedback and uses market insights to deliver customer value at every stage of the research, development, and delivery process. 

Commercial Savvy -- Combines insights on technical expertise, the external environment, and our customers business with a deep understanding of the Primient business to drive commercially astute business decisions consistent with our strategic objectives.

Technical Solution Development – Plays a critical role in developing and applying a strong technical understanding of products and solutions, partnering with customers in the development and problem-solving processes.  Thinks creatively, analytically, and holistically, employing innate curiosity to explore problems and generate impactful solutions.

Research and Process Effectiveness -- Leverages internal processes and systems to execute work in a manner that meets scientific and professional standards; carries out rigorous and high-quality research that elevates Primient’s brand as a world-class solutions provider.

Collaboration and Influence -- Seeks out colleagues, customers, and external partners to create more effective solutions. Operates across the matrix and integrates work across functional and geographical boundaries, to increase shared learning, speed to market and financial impact. Acts as an advisor, both internally to drive the direction of Primient and externally to inform thinking and action when solving complex problems. Leverages a deep understanding of stakeholders, partners, and customers to influence and collaborate effectively.

Results Focused -- Takes accountability for delivering world class solutions. Pro-actively takes ownership and shows initiative in leading and contributing to high-quality and timely work.

QUALIFICATIONS

BS in Engineering (Chemical, Mechanical, Paper Science) or related field

• Minimum 3 years’ experience in process engineering/operations role
• Willingness to travel
• Self-motivated and well-organized, strong team skills

EXPERIENCE

Experience in technical service, engineering, manufacturing/operations, or process engineering roles

Preferable hands-on experience in the paper industry or supplier to the paper industry

SKILLS / KNOWLEDGE

Knowledge specific to the position:

• Knowledge and experience in the Paper Industry required
  • Knowledge and experience with paper mill processes, preferably hands-on experience in a paper mill as a process engineer
  • Paper coatings and/or wet end chemistry experience preferred
• Knowledge and experience using starch would be preferred

Skills (Key technical/functional skills required):

• Process Engineering
• Computational and Engineering Math
• Problem Solving, Troubleshooting
• General Lab Skills
• Microsoft – Word, Excel, PowerPoint
• SAP, salesforce.com experience preferable
• Technical and business writing
• Hands-on skills with equipment