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Technical Service Manager, North America

W. R. Grace & Co
life insurance, vision insurance, parental leave, tuition reimbursement, 401(k)
United States, Maryland, Columbia
7500 Grace Drive (Show on map)
March 21, 2023
Requisition ID:21532 Built on talent, technology, and trust, Grace is a leading global supplier of catalysts and engineered materials. The company's two industry-leading business segments-Catalysts Technologies and Materials Technologies-provide innovative products, technologies, and services that enhance the products and processes of our customers around the world. Grace employs approximately 4,300 people in over 30 countries. Job Description Grace is seeking a Technical Service Manager - North America for the LUDOX colloidal silica product line within the Materials Technologies business unit. This role reports to the Lead TCS Manager, Americas and is located at the Columbia, MD site. This is an exciting opportunity to join a team of highly technical advisors and solution-makers in a customer-facing technical role for our highly desirable LUDOX colloidal silica product line. This role would be a great next step for individuals with technical R&D and/or plant background looking to make an impact in a commercial organization. If you enjoy the challenge of creating value and solving problems for our customers by utilizing technical skills, this is an opportunity you don't want to miss. Responsibilities Provides technical expertise and service to our customers on the use of LUDOX colloidal silica products as functional additives and processing aids in various industrial applications (catalysts, precision investment casting, paper, coatings, etc.) in close coordination with Sales, Marketing, R&D and the global Technical Service team Serves as a champion for value selling methodologies and enables maximum value capture of total Grace offerings (product and non-product in nature). Communicates potential value creation at the customer to other Grace functions to enable sales and marketing strategy development and implementation. Acts as technical interface between Grace and our customers by cooperating closely with commercial and technical functions. This role is vital to support new customer acquisition, expand our application reach, support introduction of new products and help to define the future development and strategic direction of the segment Develops and maintains customer contacts through technical competence and regular visits to key accounts; diagnoses and solves customers technical problems and advises on the use and properties of Grace products Represents Grace at conferences, trade shows and technical seminars including preparation of presentations, publications and customer trainings. Acts as focal point for any technical questions related to LUDOX colloidal silica for internal and external partners, evaluates & reports on industry trends and competitive products, decides product fitness for use, resolves technical complaints, and provides product performance data. Also contributes to continuous improvement projects with Grace manufacturing function. Drive & support new product launches in the North American region Design and carry out application development programs using both internal and external resources. This will require hands-on time spent at the lab bench. Plans and executes lab work to address specific customer requests and quality investigations Required Qualifications Education: PhD in Chemistry or MS in Chemical Engineering or related field. Experience: 7+ years of relevant experience and a minimum of 5 years in a customer-facing role or combination of work and education experience Demonstrated track record of application development and project management Excellent interpersonal communication is essential, as this role requires interfacing with the customer as well as several key functions within Grace (R&D, Sales, Marketing, Manufacturing, etc.); fluency in written and oral English is required Strong analytical thinking and problem-solving skills with an inherent curiosity for developing new applications for the product line Excellent organization and time management skills, along with the ability to react to and balance rapidly changing priorities Self-starter with the ability to thrive in an independent work environment while still being able to work as part of a team, both regionally and globally Must be able to travel within North America as required by business needs (up to 40%) Preferred Qualifications Direct experience in a customer-facing role Industry experience in colloidal science related field (silica, polymers, etc.) Knowledge of silica and end-use applications Experience in the Coatings industry would be an asset Benefits U.S.: Medical, Dental, Vision Insurance Life Insurance and Disability Grace Wellness Program Flexible Workplace Retirement Plans 401(k) Company Match - Dollar to dollar up to the first 6% Paid Vacation and Holidays Parental Leave (salaried only) Tuition Reimbursement Company Donation Match Program Other Compensation Grace is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Grace via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Grace. No fee will be paid in the event the candidate is hired by Grace as a result of the referral or through other means. EOE Statement:* W.R. Grace & Co.is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other legally protected status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation.