Service Support Representative

About the Company
At BASF/Chemetall, the strength of the bonds lies not just in the chemicals but is also mirrored in the links forged between the global companies and employees of the BASF/Chemetall world. We are a company with highly qualified talent, who give their contribution each day across the different sectors to make the BASF/Chemetall difference. BASF/Chemetall is a leading specialty chemical company whose quality, innovation, and service exceed the expectations of our customers.

Represents the Company by providing technical support functions to established and prospective customers for the purpose of ensuring that the provided technology and equipment is properly managed for optimum efficiency and safety. The purpose of the Technical Service Representative is to support and reinforce our company product value proposition with the customer, by participating on the installation, troubleshooting and training of proper use of process equipment provided by BASF Chemetall. Reporting directly to the Senior Technical Supervisor.

Technical Support
Second line of technical support with customers.
Provide in-depth technical service to key customers to insure the Chemetall processes are being managed within the parameters outlined in the process instruction provided; Communicate with a written service report utilizing clear purpose driven comments of action items and findings. Service reports need to be loaded into Salesforce and notify all key stakeholders.
Participate in large, regional and/or global customer start-ups, as defined.
Support key customers, Industry Sales, and RTS for assisting in process design improvements.
Promote and execute roll-out of new technologies, aligned with RTS, Regional Marketing, Key Industries and Technical.
Exchange application knowledge and best practices with key stakeholders, for example: regular touchpoints with customer engineering, line supervisors, operations etc., Provide routine service to select key customers within sub-region geography. The goal is to develop and strengthen relationships with key stakeholders and bring value to key customers through audit performance.
Establish and ensure continuity and standards of Technical Service quality across the organization.
Educate our customers on proper handling of chemicals, reagents, and sample submission procedures (Best Practices).
Develop information regarding the plants organizational structure, survey of processes we could potentially provide and competition in the plant processes or as a threat to our business communicate and update this information in writing.
Conduct tests for technical approvals for key, segment sponsored customers, on site or in BASF/Chemetall labs.
Establish, if possible, a method of measurable performance standards based on the results that the process is meant to provide the customer.
Chemical Analysis of PT Lines
Register data in control formats
Concentration adjustment in stages
Sending a report via email and updating SharePoint Information
Sample collection for shipment to Lab
Training courses
Starting new processes and testing new products
Administrative support
Serve as an administrative liaison between the client and internal departments to ensure proper service execution and customer satisfaction.
Support documentation management for audits, technical approvals, and regulatory compliance.

Minimum 5-7 years of technical service experience in pretreatment, coatings, surface treatment, metalworking and adjacent industry applications preferred.
~ Self-motivated and organized with excellent time management skills.
~ English proficiency.
~ Interface management with sales, customer, and technology (Salesforce, Microsoft 365).
~Project Management skills.
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