Technical Account Manager

4 weeks ago

Raleigh, United States Engage Partners Inc. Full time

Technical Account Manager

We are looking for a Technical Account Manager to join our growing team full-time. We are a rapidly growing company that specializes in the pulp and paper industry, and we are looking for a road warrior to help our clients troubleshoot technical issues, analyze plant and lab data, and generate reports and recommendations in order to boost productivity in our plants.


Responsibilities:

• Deliver world class service and support to customers using our company’s Products and Services.

• Be able to diagnose and resolve technical process issues involving fermentation, enzymes,

optimization, and troubleshooting activities.

• Must be willing to learn or have the skills already to properly and effectively use JMP analytical

software systems when preparing data and presentations for customers and team.

• Must be able to accurately read and develop graphs and charts to properly analyze and present

fermentation data to customers and team.

• Must be willing to learn or already have the knowledge of our products, and be able to properly

convey their application benefits to our customers.

• Research required information using all available resources.

• Redirect certain problems to appropriate resources, understand all resources available to

delineate issues and work for resolutions.

• Stay current with product and industry information, communicate all changes and updates with all

direct reports as necessary and or needed to provide world class customer support.

• Participate in technical phones calls and meetings, and be able to clearly and affectively convey

your ideas and messages.

• Lead and prepare plant reviews for customers and be able to properly convey issues, suggestions

and benefits.

• Respond to emergencies with rapid response and calm can-do attitude to rectify the issue.

• Demonstrate courteous and cooperative behavior when interacting with customers, direct reports,

the public and company staff; maintains confidentiality of work-related issues and company

propriety information.


Qualifications:

• Bachelor’s degree in a bio related field or 3 years’ experience in a starch fermentation industry

or enzyme company in a leadership role.

• Proper phone skills and demeanor.

• Superior communication skills, both written and verbal.

• Master of MS Office Productivity tools. Experience with JMP analytics tool highly preferred.

• Effective Active listening skills.

• Excellent multi-tasking capabilities and a drive for successful, timely completion of all tasking.

• Superior follow up and follow through skills.

• An ability to set, define, attain and maintain high standards for yourself, your direct reports and

the organization.


Competencies:

• Exemplary Attendance and Punctuality

• Maintains effectiveness when experiencing major changes in personal work tasks or work

environment; adjusts effectively to work within new work structures, processes, requirements,

or cultures.

• Focuses and guides self in accomplishing work objectives.

• Interacts with others in a way that gives them confidence in one’s intentions and those of the

organization.

• Makes customers and their needs a primary focus of one’s actions, developing and sustaining

productive customer relationships.

• Identifies and understands issues, problems, and opportunities; compares data from different

sources to draw conclusions; uses effective approaches for choosing a course of action or

developing appropriate solutions; and takes action that is consistent with available facts,

constraints, and probable consequences.

• Deals effectively with others in high stress, high-tension situations.

• Maintains stable performance under pressure or opposition (such as time pressure or job

ambiguity); handling stress in a manner that is acceptable to others and to the organization.

• Possesses, acquires, and maintains the technical/professional expertise required to do the job

effectively and to create effective customer solutions.

• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and

working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and

motivations.

• Sets high standards of performance for self; assuming responsibility and accountability for

successfully completing assignments or tasks; self-imposing standards of excellence rather than

having standards imposed.


Additional Notes:

• Must be willing to travel up to 50% of the time.

• Must be able to work in a lab environment.

• Can wear all necessary PPE for Lab, Production, and Construction environments.

• Must be able to stand for long periods of time on concrete surfaces.

• Must be able to communicate and be highly functional in noisy environments

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