Job Description
Job Description
Position Summary
The Technical Services Representative serves as a key liaison between customers, sales, operations, quality, and laboratory functions. This role is responsible for managing customer claims and complaints, coordinating technical investigations, maintaining product and quality data, facilitating laboratory testing and reporting, and distributing technical information to internal and external stakeholders. The Technical Services Representative works to ensure timely resolution of customer issues, support continuous improvement initiatives, and maintain a high level of customer satisfaction through professional technical support and effective communication.
Responsibilities
Claims Management and Processing
- Receive, document, and process customer claims, complaints, and technical inquiries.
- Coordinate investigations with Quality, Production, Operations, and Laboratory personnel.
- Track claims through resolution while maintaining accurate records in designated systems.
- Prepare claim summaries, root cause findings, and corrective action reports.
- Communicate claim status and resolution details to customers and internal stakeholders.
- Monitor claim trends and identify recurring issues requiring corrective action.
- Support continuous improvement efforts through analysis of complaint and claim data.
Claims Facilitation and Customer Support
- Serve as the primary point of contact for customers regarding technical concerns and product performance issues.
- Collaborate with sales and customer service teams to address customer needs and expectations.
- Coordinate cross-functional teams to ensure timely investigation and resolution of customer concerns.
Laboratory Management and Coordination
- Ensure testing requests are properly documented, scheduled, and completed.
- Maintain laboratory records, databases, and reporting systems.
- Assist with calibration, maintenance, and inventory management of laboratory equipment and supplies.
- Support compliance with quality management systems, testing standards, and safety requirements.
Data and Certificate Management
- Review incoming raw material and supplier Certificates of Analysis (COAs) for completeness, accuracy, and compliance with established specifications.
- Generate, review, and distribute finished product Certificates of Analysis to customers in a timely and accurate manner.
- Verify that incoming material and finished product test results meet customer, regulatory, and internal specifications.
- Support customer requests for historical quality data, product certifications, and compliance documentation.
Quality Systems Support
- Support corrective and preventive action (CAPA) processes.
- Participate in root cause investigations and continuous improvement initiatives.
- Assist with internal audits, customer audits, and regulatory compliance activities.
- Monitor key performance indicators (KPIs) related to claims, laboratory performance, and customer satisfaction.
- Contribute to the development and revision of procedures, work instructions, and technical documentation.
Qualifications
- Associate's degree in Quality, Chemistry, Engineering, Technical Sciences, Business, or a related field; Bachelor's degree preferred.
- Minimum of 2–5 years of experience in technical services, quality assurance, laboratory operations, customer support, or a related role.
- Strong understanding of quality systems, root cause analysis, and corrective action processes.
- Experience managing customer complaints, claims, or technical investigations.
- Experience in manufacturing, packaging, paper, converting, chemical, or industrial environments is preferred.
- Familiarity with laboratory testing methodologies and quality assurance practices is preferred.
- Proficiency with Microsoft Office applications, including Excel, Word, and Outlook.
- Excellent written and verbal communication skills.
- Strong organizational, analytical, and problem-solving abilities.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.