Technical Services Manager - Hardlines

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Entity: Consumer Products Services Division (CPSD)
 
Department: Global Technical Services - Consumer Products
 
Location:  Buffalo, New York, San Fransico, Seattle
            
Reports to (job):  Director Technical Services
 
Expertise / exposure:
 
Hardlines, Toys and Juvenile Products 
 
                                   
⮚ Position Summary
Provide technical, client and business line support to the Americas region and global business line as it relates to technical services, support, strategy, new product development, global processes, capacity planning and/or technical governance to maintain and enhance technical leadership.
 
⮚ Objective
Actively seek out opportunities for potential new products and revenue sources through expansion of current services, new service development and as a response to customer inquiries. Monitor, develop, and manage technical aspects of regulatory related services executed globally on behalf of Americas’ region customers
 
⮚ Major Roles & Responsibilities
Maintain awareness of industry best practices/standards and provide technical insight to clients and colleagues in areas of focus and consumer products. Share technical opinions, interpretations and recommendations with colleagues and customers
Adhere to the requirements of the BV-CPS Quality System, assist in the development, maintenance and improvement of internal quality systems and technical services processes for the appropriate service line (AN, HL, SL, TY or EL)
Respond to technical questions from the Tech Inquiry Mailbox in a timely, accurate and informative manner
Draft and/or Develop internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line
Hold membership in one or more relevant organization(s)
Develop and conduct technical training sessions in the Americas region to internal and external individuals related to Technical Services.  Coordinate with other regional team members for global consistency
Develop an understanding of clients’ needs and expectations and assist in matching them to BV’s testing offerings
Proactively monitor customer inquires to recognize patterns of service requests that may currently fall outside the scope of BV services. Record and evaluate these opportunities.
Review customer feedback on current market trends and concerns and relay information to group
Monitors changes in regional regulations or industry standards and work with others in the assigned service lines to update or develop new testing methodology to ensure compliance with regional regulations or industry standards
Support the effective and timely resolution of technical issues and problems related to the region whether internal, among sites, or client based
Actively participate and execute in all Global Processes and proactively provide input for continuous improvement
Assist in improving client satisfaction by working with and through the Lab Managers/Directors and Business Development teams– working with existing systems to monitor, measure, and improve issues related to client satisfaction with Americas locations

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Additional responsibilities for Managers
Interface with client projects to provide regulatory interpretations and to support the IRC in efforts to sell knowledge products
Develop relationships with key individuals/leaders in industry and/or multi-stakeholder organizations through regular participation in committees, meetings, and attending conferences of such agencies
Hold membership in one or more organization at a level greater than member status
Develop and/or review internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line
Development of technical content for marketing materials (service sheets, FAQs, training and technical bulletins) relating to Technical Service topics in the region
Interact with governmental agencies to better understand the regulations and provide clarity for client questions and/or inquiries
Analyze customer inquiries and patterns of service requests that fall outside the scope of BV Services and estimate market potential and possible operational impact for BV
Participate in meetings with current clients to introduce and explain BV’s services in the appropriate service line
Partner with the Business Development and Account Management to ensure the successful integration of new services for existing clients and assist with technical input for the Request for Proposal (RFP) process
Designs and leads implementation of changes for the development of new services, repackaging of existing service and extensions of current technical services
Responsible  for accurate test methods that are consistent with Division and Service Line policies, procedures and methods throughout the region, via local, regional and global Managers/Directors
Responsible for implementation and monitoring of adherence to global testing methodology within the Americas region
Monitor/execute audit and correlation programs related to technical services in the Americas region.  Provide technical guidance  for the generation of accurate test results in the region
Assist  with complaint investigations and resolutions in the Americas region
Assist in aligning regional testing capabilities and capacity with sales and marketing plans
 
⮚ Key Performance Indicators & Metrics (Criteria for Performance Evaluation)
Turn-around-time (responding to the customers) based upon 4hr, 8hr and 24hr TAT’s
New Product Development activities (includes participation in development activities and leadership roles in launch processes)
Thorough understanding of the regulations associated within the area of focus
Membership and active participation/leadership in relevant industry groups
Demonstrated activity in dissemination of technical information to clients (i.e. webinars, seminars etc.)
Technical leadership position within Americas region

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⮚ Knowledge, Skills, Abilities
Extensive knowledge of the applicable areas of expertise (e.g. Analytical Chemistry) concepts, processes, and equipment and the demonstrated ability to implement them
Demonstrated ability to work with customers, determine their requirements, secure additional business, define and assist in solving problems, and generally ensure their total satisfaction with BV
Ability to work well under pressure, handle crisis situations, and balance several tasks simultaneously in a high pressure environment
Highly developed organizational and interpersonal skills.  Personable, with ability to work well independently, as well as in a team environment
Ability to interpret regulations and standards
Strong math skills and working knowledge of statistical procedures
Strong computer skills.  Medium to high level of proficiency in Microsoft Office Suite, Lotus Notes and statistical packages
Familiarity with laboratory instrumentation and equipment
Excellent and effective oral and written communications skills including the ability to deliver presentations to in-house and client/vendor audiences
Technical aptitude and the ability to quickly assimilate and assess new information and develop plans
Ability to prioritize and perform required follow up
Ability to travel up to 20% of the time in the USA, with limited travel internationally
 
⮚ Experience and Educational Background Required for the Job
 
Global Technical SPECIALIST / Engineer
Bachelors in related field required, Masters a plus
Minimum of 5 years experience with Customer services and/or direct customer interface
2-3 years of relevant experience required in  assigned service line or related discipline
 
 
Bachelors in related field required, Masters a plus
Minimum of two years experience with Customer services and/or direct customer interface
>10 years of relevant experience required in assigned service line or related discipline
5 years of relevant experience in marketing, product development or business development required. MBA a plus.

Compensation Range: $90,000 - $110,000 annually (e.g., the job posting is not necessarily reflective of actual compensation that may be earned, and actual compensation is subject to variation due to such factors as locations, education, experience, and skillset).

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