Location: Wichita, KS
Job Purpose
The Product Technical Service Representative (TSR) will work as a key member of the Product Technology Department providing first-class, professional service to the BG Distributor network. This position provides customer service support and resolution of routine/non-routine problems regarding client's products or services. The TSR will be a primary resource for field inquiries and/or assist in educating on BG products and product applications. This position may also be used as a resource for the improvement or development of current and new product (and) service applications.
Duties & Responsibilities
- Adheres to company policies and presents a professional, positive attitude at all times.
- Assess and resolve Distributor inquiries, requests and complaints regarding product use and application, primarily by phone/email.
- Exercise sound judgment in making decisions within established written procedures for each product inquiry, which may include logging data requests, gathering data from multiple department sources, tracking progress in database format, and reporting back in a timely fashion to resolve issues.
- Maintain electronic and/or written databases of letters, forms, technical advice, procedures, information given, and product requests and complaints to ensure accuracy of information and efficiency when dealing with distributors.
- Assess both internal and external customer needs, and ensure efficient and effective resolution of these needs, in a busy and sometimes pressured/emotional environment.
- Encourage feedback on products and services and recognize the changing needs of product opportunities by making recommendations for improvements.
- Extensive knowledge gained from training, day-to-day contacts, accessing databases and integrating systems information will be critical to the success of this role primarily with design/function of various automotive systems (engine, powertrain, climate control) and how product characteristics affect these systems.
- Represent BG Products at industry trade shows and events.
- Conduct training sessions on chemical products and industry practices for both in-class (BGU) and field-based audiences.
- Other duties as needed or assigned.
Qualifications
- Bachelor's degree (B.A./B.S.) in Physical Science or related field required.
- A minimum of two (2+) or more years of experience in the petroleum or allied industry.
- Experience in R&D and QC testing preferred.
- Experience in the automotive or related industries preferred.
- Must have a valid driver's license.
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