NewMarket Services

  • CTS Manager

    Location CN-Suzhou
  • Overview

    Plan, manage, and direct the activities of staff members in the ATF Customer Technical Service area covering the Asia Pacific Region. This position will be based in either China-Suzhou or Japan.


    1. Supervise employees, complete employee evaluations, plan and arrange for staff development and training, and resolve employee problems and disciplinary issues. Consult with Human Resources as appropriate.
    2. Provide manpower and basic budgetary data to the Technology Director as requested.
    3. Plan, implement, and monitor customer application projects on new additives and test development programs. Oversee modifications to existing products and projects requested in support of new and existing sales.
    4. Work with Sales, Marketing, Business and R&D to properly prioritize projects and testing to meet business requirements and priorities.
    5. Ensure the ATF AP CTS team is managing projects following the requirements of Afton Stage-gate process, APDP and properly utilizing Accolade to document project deliverables and status.
    6. Oversee the handling of customer problems utilizing Afton’s ReSOLV system. Ensure that issues are handled promptly and corrective actions are appropriate and effective.
    7. Research, document, and present customer technical service information on new/existing products, field problems, and customer complaints, via verbal and written reports to salesmen and customers (as needed).
    8. Collect and organize monthly highlights on Technical Service projects. Prepare Project Review presentations, Review technical data packages as required. 
    9. Maintain contact with equipment manufacturers and industry technical groups to insure approval of products and to stay current with the latest technology.
    10. Actively support Afton safety program and initiatives and mange employees to work safely, following all safety policies and procedures.
    11. Assure that complete ISO documentation is maintained on all ISO or quality related activities. Participate in ISO related activities and maintain an up-to-date understanding of the ISO function.


    • Bachelor’s Degree in relevant field
    • Demonstrated understanding of CTS functions typically acquired after 10 years of relevant experience in the petrochemical or automotive industry and Sales & Marketing experience


    • Decision Making - Timely decision making using a mixture of analysis, experience, and judgment; sometimes with incomplete information, under tight deadlines with appropriate risk, authority and transparency
    • Business Insight - Has knowledge of general business model, practices and procedures. Understands how the actions and output of the role impacts the business and others.
    • Analysis and Problem Solving - Solves problems with effective solutions by asking good questions, involving others, and looking outside of existing processes and procedures. Has technical knowledge and skills to troubleshoot test equipment or test precision issues.
    • Communication – Can communicate information clearly, effectively, and timely in an engaging and convincing manner.
    • Coaching - Provides the structure, environment and support for teaching, training and development of individuals and teams to enable them to achieve specific personal or professional results or goals.
    • Managing Performance - Possessing the drive and focus to achieve challenging individual and team goals.
    • Collaboration and Networking - The ability to work within and across Afton's organizational matrix to achieve objectives, including the capability to influence without authority.
    • Project Management - The ability to manage tasks and activities and achieve their completion within the agreed framework, across regional and organizational boundaries as appropriate
    • Innovation - Continuously assesses current processes, practices, procedures, techniques and tools and provides suggestions for improvement. Open to new concepts. May benchmark outside laboratories or others for process improvement ideas.
    • Dealing with Uncertainty - Is sufficiently flexible to effectively cope with change, multiple priorities, and lack of information at times
    • Customer Relationship Management – Interpersonal skills to be able to make good strong connections with customers & OEM personnel. Combination of character & technical credibility. Demonstrate customer intimacy and Passion for Solutions approach to understand core technical problems and deliver solutions to business, marketing and external customers.


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