Technical Service and Application Development Engineer
This is an onsite, in-person position located at:
Mylar Specialty Films 5401 Route 1, Richmond, VA 23234 // 5401 Jefferson Davis Highway, Richmond, VA 23234 (Spruance facility)
Celanese is a Fortune 500 global chemical and specialty materials company that engineers and manufactures products essential to everyday living. With global headquarters in Dallas, Texas, Celanese employs approximately 13,300 dedicated people working at more than 50 owned and operated manufacturing facilities across 27 countries. We are committed to employee growth and creating shareholder value, and strive to make a difference in the communities where we operate. Our company focuses on the safety of its employees, provides competitive compensation (including benefits starting Day 1), and emphasizes giving back to the community. For more information about Celanese and our products please visit www.celanese.com
Primary Function: Understand the needs of the customers (VOC) and translate that information in a way that is useful internally. Provide leadership through multi-functional groups to ensure the satisfaction of customer needs. Develop and maintain strong relationships with the assigned customers. Provide technical expertise regarding the markets served by the assigned customers. Provide technical guidance to resolve customer complaints and other technical issues. Provide information to develop new products and applications.
This role is customer-facing, internal-focused, responds to customers’ requests, data and applications development. Provides guidance and onsite support and troubleshooting. Will conduct root cause investigations and manage projects. This role is the voice of the customer inside of the facility.
Educational Attainment: Bachelor of Science in Chemistry, Engineering, or Applied Science
Knowledge, Experience and Skills Needed:
- Bachelor of Science in Chemistry, Engineering, or Applied Science
- At least 3 years’ experience in a manufacturing, technical, or R&D role.
- An understanding of the polyester film making process and our customers’ converting processes. Direct experience in film making manufacturing is desired.
- Desired, but not required, 3+ years technical experience in a plastic film or sheet industry, or prior experience in the packaging industry.
- Disciplined approach to troubleshooting. Six Sigma Green Belt certification is required within one year of being in the role. Six Sigma Black Belt certification is desired.
- Good listening skills. Must be effective at the customer interface, able to listen and understand customer requirements and translate that information in a way that is useful internally.
- Demonstrated customer focus and relationship development.
- Ability to manage crisis and conflicts.
- Must be able to prioritize and manage multiple tasks, including the ability to effectively manage multiple projects as needed.
- Excellent interpersonal relationship skills and demonstrated ability to work with a broad cross-section of individuals from many disciplines and industries.
- Stage-Gate Product Development process experience
- Polished written and verbal communication skills. Ability to influence a cross-functional team and direct and manage diverse points of view.
- Must be willing to travel (primarily North America) 10% - 50% of the time and work extended hours as necessary to ensure customer success and resolve plant problems.
- Strong computer skills, with proficiency with Lotus Notes, Minitab, SAP, BW, BlazeLIMS, and MS Office products – especially Excel and PowerPoint
- Familiarity with ISO 9001 Quality Systems and Good Manufacturing Practices (cGMP).
Accountabilities:
- Understand the voice of the customer (VOC) and translate needs in a way that is useful internally for existing and potential new products. Possess an intimate knowledge of our customers’ processes.
- Communicate the customers' / market needs and expectations internally. Provide information to help drive process improvements, product developments, and improve process capability aimed at prevention of defects.
- Provides direction to Operations’ continuous improvement efforts to ensure our products meet or exceed our customers’ quality expectations.
- The owner of customer-signed specifications. Ensure they accurately communicate customer needs. Review on a regular basis – at least every three years.
- Be a customer advocate to Operations and to the Business.
- Ensure customer complaints / issues are properly investigated and are completed in a timely fashion. Communicate findings.
- Possess an intimate knowledge of our film products and properties as well as the “toolbox capabilities”. Effectively present this information to our customers in a manner that adds value and promotes new Applications Development.
- Be aware of all product developments that will potentially impact or benefit the assigned customers / markets. Coordinate these developments at the customer and serve as a consultant to the customer on development projects.
- Conduct regular Product Reviews – at least three per year. Use that information to refine specifications and to define needs for improved process capability.
- Communicate to the customers appropriate technical / process capability information including information regarding polymer and raw material transitions.
- Provide direction, priorities, and feedback to the Customer Quality Technicians and R&D Technicians. Provide information to the Technicians so that they will become more of an expert for the customers / markets.
- Develop a network of contacts within the market in order understand marketplace trends. With this knowledge, forecast new product development needs to the business.