NewMarket Services

Customer Technical Service (CTS) Manager

Location UK-Bracknell

Overview

We have an exciting opportunity for an individual with excellent management skills, with a technical background, to lead our customer focussed technical team.

 

The role will be to plan, manage, and direct the activities of staff members in the Technical Service area. 

 

At Afton, we look for employees to work collaboratively and to support this we require all employees to be office based. We work 35 hours a week with an early Friday finish and provide flexibility around start/ finish times to support people. We are flexible as and when working from home is needed, on an ad hoc basis, to support personal requirements.

Responsibilities

 

  • Supervise employees, complete employee evaluations, plan and arrange for staff development and training, and resolve employee problems and disciplinary issues with the support of Human Resources.
  • Provide manpower and basic budgetary data to the Technical Director as requested.
  • 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.
  • Research, document, and present customer technical service information on new/existing products, field problems, and customer complaints, via verbal and written reports to sales and customers (as needed).
  • Collect and organize monthly highlights on Technical Service projects.
  • Prepare Project Review presentations as required.
  • Maintain contact with equipment manufacturers and industry technical groups to ensure approval of products and to stay current with the latest technology.
  • Oversee and ensure development, implementation, and monitoring of a comprehensive safety program.
  • 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.

 

Qualifications

Degree in a technical field

Strong experience in a supervisory/managerial role with demonstrated leadership qualities

Experience in customer facing roles

 

Skills/ abilities:

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

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

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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