Job Description

The Applied Customer Solutions Manager position is primarily tasked with the translation of research data, laboratory data and services to actionable solutions, executed at customer level through a focused team of technical support specialists. The ACS manager drives a team of customer centric specialists that has direct contact with our customers to perform assessments, determine customer needs and support through the sales team the development of appropriate application solutions.

The ACS Manager will collaborate with the R&D, KAS and Laboratory Department to unlock the value of data, provide strategic direction for service development, and implement optimized, customer-focused solutions together with Sales Managers and Technical Service Managers at our Customers.

Responsibilities

• Responsible for effectively collaborating and communicating with R&D, Sales and Marketing teams, as well as cross functional teams to:
  • Collaborate on the design of application research projects with the view of applying a solution at Customers.
  • Manage the current services at hand for continuous improvement, revision or deactivation.
  • Through Sales Leadership, identify the services generally needed for Strategic Key Accounts.
  • Apply the appropriate solutions at specific Strategic Key Accounts according to the identified needs from the Commercial team, in line with our strategic direction at the account.
  • Must be able review big data (internally and externally) and monetize its value at key customers.
  • Contribute to the development field kits and its implementation at customers.
  • Must be able to provide product support and technical recommendations to customers (internal and external).
  • Be able to execute applied services through an effective multi-contact model.
• Responsible for continual evaluation and implementation of new innovative solutions, techniques and processes.
• Must be able to review, utilize and monetize Big Data.
• Actively development new solutions to support our strategic direction to support GSP growth, including NE, IH and Encapsulates.
• Digitalize data and create Data sets, repackage it into actionable.
• Optimize process and reports.
• Actively manage existing services “down” by developing Predictive modelling and other customer centric electronic tools through AI and appropriate Business reporting software.
• On a continuous basis extract new research literature to keep us relevant in the market, review and write technical reports and protocols.
• Creation of marketing and application research collateral.
• Automation of Report writing and Lab Reports.
• Responsible for consistently exercising independent discretion and judgement.
• Attend and present at tradeshows, conferences and participate in customer meetings.
• Support the product launch process.

Qualifications

• BSc with 5 years of relevant experience OR
• MSc with 3 years of experience.
• Customer focus and interactions through previous experience are a must.
• Business agility.
• Clear understanding of, or interest in, business management.
• Must have a solid understanding and adherence to the Servant Leadership philosophy.
• Strong communication skills (written and oral).
• Strong interpersonal skills.
• Strong analytical and interpretation skills.
• Strong problem-solving and troubleshooting skills.
• Detail-oriented and able to multitask.
• Advanced project management skills.
• Team player.

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