Customer Technical Support (CTS)

Position Overview

Our client is seeking a highly skilled and experienced Customer Technical Support (CTS) Specialist to join their team. The ideal candidate will play a pivotal role in delivering expert technical assistance to customers, ensuring the effective resolution of issues related to the company’s advanced ink products. This position is designed for professionals who thrive in a manufacturing-driven environment and are committed to enhancing customer satisfaction through timely support, technical guidance, and seamless collaboration with internal teams.

Key Responsibilities

The Customer Technical Support Specialist will be responsible for the following core duties:

• Technical Assistance and Consultation: Provide in-depth technical support and consultation to customers regarding water-based and solvent-based ink products, addressing inquiries with precision and expertise.
• Troubleshooting and Issue Resolution: Assist customers in diagnosing and resolving technical issues and product-related inquiries, ensuring minimal disruption to their operations.
• On-Site and Remote Support: Conduct on-site visits and provide remote technical support as required to guarantee optimal product performance and customer satisfaction.
• Cross-Functional Collaboration: Work closely with Sales, Production, and Research & Development teams to address customer concerns, identify trends, and deliver tailored solutions that meet evolving market demands.
• Product Training and Documentation: Deliver comprehensive product training sessions, usage guidelines, and technical documentation to customers, empowering them to maximize the benefits of the company’s ink products.
• Feedback Collection and Reporting: Gather and analyze customer feedback to identify recurring technical issues, then collaborate with internal teams to implement improvements that enhance product quality and service standards.
• Customer Relationship Management: Ensure timely follow-up on customer complaints and maintain high levels of satisfaction by proactively addressing concerns and providing exceptional service.
• Compliance and Safety: Adhere to company policies, safety standards, and industry regulations to ensure a secure and compliant working environment.

Qualifications and Skills

To excel in this role, candidates must meet the following requirements:

• Experience: Minimum of 5 years of hands-on experience in Customer Technical Support or a comparable technical role, with a proven track record in assisting customers with resolving issues related to ink or chemical products.
• Education: A Bachelor’s degree in Chemistry, Chemical Engineering, Industrial Engineering, or a related field is required.
• Industry Knowledge: Mandatory experience in an industrial manufacturing environment, specifically with water-based and solvent-based inks, ensuring a deep understanding of product applications and challenges.
• Core Competencies: Exceptional problem-solving, analytical, and communication skills, with the ability to convey complex technical information in a clear and concise manner.
• Teamwork and Independence: The capacity to work both independently and collaboratively with cross-functional teams, adapting to dynamic situations and driving results.