Technical Services Manager - Transitions

• The customer profile serviced by the Technical Services Manager- Transitions
• Normally large in annual sales dollar volume ($2MM+) warranting a significant and focused account management resource investment
• Require coatings solutions at multiple locations (may be multiple countries but not multiple regions or global)
• Require one or more coatings technology applications (Water-borne, Solvent-borne, UV, LED, Acid-cure, Polyurethane, etc.); highly customized coatings solutions based on deep insight into the customer's segment and business challenges
• Require a more complex and challenging qualification/buying decision process
• Require several levels of decision approval up to and including C-suite
• Require an ability to articulate value through total cost of ownership
• Offers a high potential for strong and long-lasting strategic partnership

While the Technical Services Manager- Transitions is accountable at a macro-level, the role is also accountable for coordinating/providing direction for multi-site account management activity conducted by area/territory commercial sales and technical service representatives. The Technical Services Manager- Transitions works in cooperation and conjunction with the sales and technical service teams to support NA/IWD business.

More specifically the role is accountable for the following:

Sales Proficiency

• *Full account P&L responsibility measured against annual financial targets.
• Together with the regional sales organization(s); identify and prioritize a pipeline of new business across all technologies that delivers on our financial objectives over the planning period.
• Deliver established annual sales and market share growth; successfully grow new technology application needs due to value added "solutions consultant" relationship with customer(s).
• Cultivate and maintain deep business partner relationships with critical/high-level account decision makers to meet/exceed customer expectations and gain additional market share opportunity.
• Gain and leverage knowledge on competitive positioning, pricing, and transition/ continuous improvement execution & strategy; ensure company is positioned correctly against the competition.
• Working with Strategic and Regional Sales, Strategic and Regional Tech Service, Marketing, R&D, Finance and Pricing to develop and implement value added strategies that increases SW share of wallet and drives margin growth at the targeted accounts.
• *Ensure customer questions and issues are resolved and pro-active solutions are in place; carry voice of customer within the IW organization and ensure customer needs are met throughout the transition or continuous improvement project as well as in the future.

Technical Level

• * Position company strengths of technology, quality, speed, and technical service so perceived by customer as a valuable differentiator from the competition.
• * Lead the development of proposals and presentations that motivate customers to commit to transition and continuous improvement projects (i.e., Case Studies, RAID Registers, Project Charters) as well as presentations that highlight the value created via completion of such endeavors (i.e., SOP's, Rate of First Pass Yield, Applied Cost, Value Calculators).

Leadership

• Coordinate with area/territory sales management to identify and prioritize customer transitions and continuous improvement projects.
• Actively communicate across multiple levels of the customer organization adjusting message to the audience.
• Develop and execute on account transitions and continuous improvement projects to grow the NA IWD business; act as ultimate decision-maker on account transitions and continuous improvement projects.
• Provide competitive intelligence and positioning guidance.
• Drive the customer transition or continuous improvement project to successful conclusion in a timely manner. This will include both personal ownership of the transition or project, and support/leadership of the regional sales & tech teams that are in the lead position to capitalize on the pipeline.
• Handle critical/high-level customer complaints within the lines of authority and manage process to resolution; responsible for all account inventory flow through and carrying costs utilized during customer transitions and continuous improvement projects.
• Effectively and cooperatively utilize/leverage all division level and local territory resources: sales, technical service, marketing, and technology to meet/exceed customer expectations and achieve long-term sales/market growth; requires overseeing activity at multiple locations across multiple technologies.
• Be actively involved in industry associations and trade shows in cooperation with segment management.
• *With marketing, drive product and industry training across the sales team to improve our call effectiveness at the "boots on the ground" level.
• Fully understand strengths and weaknesses of all servicing facilities and ensure that commitments made to the customers are within facilities capabilities and determine solutions where this is not possible.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.