Technical Service Manager

The Technical Service Manager ensures Pearl customers receive expert technical support while adhering to all safety, quality, environmental, and compliance standards. This role also supports Pearl’s global Technical Service Team in troubleshooting, formulation development, and other initiatives that drive profitable growth.

Responsibilities:

· Support the global Technical Service Team with the goal of driving profitable growth

· Act as a multiplicator and role model of Pearl’s values of Entrepreneurial Spirit, Ownership, Accountability, and Passion

· Be prepared to spend a relevant amount of time traveling to conduct trials, solve customer’s issues, and support team members.

· Proactively help turn Pearl into a truly global player by discovering and leveraging market potential in new export markets, jointly with team.

· Handling and solving customer complaints and reporting in respective database.

· Maintain all technical and customer-related information in a structured local database.

· Strictly follow Pearl Polyurethane’s safety rules internally and externally at customer end.

· Define specifications for finished goods as reference for our Quality Control department.

· Support production and the quality control department by giving advice to bring out-of-spec materials back within specifications. Provide technical assistance to existing and potential customers.

· Propose and develop profit-driven PU formulations by continuously evaluating new raw materials and follow up until the final customer approval.

· Giving safety talks and technical presentations to customers to ensure safe handling of our chemicals.

Act fully in accordance with internal compliance guidelines as well as laws and regulations at all times.

Skills

• Strong leadership skills to effectively manage and motivate a diverse team of technical professionals.
• Excellent problem-solving abilities to quickly diagnose and resolve complex technical issues.
• Proficiency in customer relationship management (CRM) tools to track service requests and client interactions.
• In-depth knowledge of technical support best practices and methodologies to ensure high-quality service delivery.
• Effective communication skills to clearly articulate technical information to non-technical stakeholders.
• Ability to analyze performance metrics and utilize data to drive continuous improvement initiatives.
• Familiarity with emerging technologies and trends in the technical support landscape to keep the service offerings relevant and competitive.