Responsibilities:

• Management:
  • Ensure appropriate, consistent, and sustainable levels of technical services are provided to customers
  • Manage the utilization and deployment of Technical Services Representatives to best provide technical services to customers and potential customers
  • Manage outsourced technical services activities such as concrete product testing and other outside laboratory testing
  • Develop and maintain structured systems to monitor and measure the technical services provided to customers in order to assess the effectiveness of and customer satisfaction with the services provided
  • Oversee the operations of the Technical Services Department to ensure the achievement of the department’s goals & objectives
  • Travel regularly to assist Technical Service Representatives to provide additional support and attention regarding customer technical services, troubleshooting, and training.
• Routine Activities:
  • Coordination & tracking of laboratory testing of customer products to include:
    • Reviewing laboratory test reports from outside laboratories
    • Writing final reports including cover letters and summary tables
    • Tracking outside laboratory testing
    • Explaining test results and test methods to external and internal customers
    • Managing outside laboratory costs to keep them within budget
  • Oversee the coordination & tracking of Certification Programs.
  • Coordination & tracking of technical services troubleshooting activities to include:
    • Tracking the status of each troubleshooting activity
    • Ensuring the proper execution and completion of troubleshooting activities
    • Assisting Technical Service Representatives as needed with troubleshooting efforts to ensure completion
    • Ensuring appropriate and sufficient resources are provided as needed to address the issue

• Administration of the Technical Service Department to include:
  • Managing travel activities and costs Technical Service Representatives
  • Ongoing training & development of Technical Service Representatives
  • Ensuring the consistency of skills and knowledge of Technical Service Representatives
  • Establishing Goals & Objectives for the Technical Service Coordinator and each Technical Service Representative that are consistent and in line with the company’s strategic plan
  • Timely submission by Technical Service Representatives of administrative items such as expense reports, site visit reports, CRM entries, etc.
  • Coordinate the department’s budgeting activities with VP of Sales & Marketing
• Establish strong, trusting, and mutually-respectful relationships with Technical Service Reps, customers, and other staff
• Assist in representing the Company at selected
• Other duties as may be assigned by the Vice President – Sales & Marketing

Qualifications:

• Bachelor of Science Degree, preferably in Civil Engineering, Engineering or Material Science
• Experience with Laboratory Testing of Concrete
• Demonstrated ability to plan and carry out both strategic & tactical activities as well as logistics planning & coordination.
• Demonstrated ability to manage and coach other team members
• Demonstrated strong problem solving skills under
• Demonstrated strong technical writing skills
• Excellent communication & interpersonal skills (both written & verbal) required, including conflict management & dealing with sometimes hostile internal and external customers.
• Excellent organizational
• Ability to work as a one person team for extended periods of
• Comfortable & proficient in using a PC; good typing
• Comfortable & proficient using the following computer software: Microsoft Office (Word & Excel; MS Access a plus)
• Fluency in spoken & written English

Travel Requirements:

• This position requires extensive weekly travel (up to 70% of the time) by car and plane