Technical Service ManagerLocation: Chicago, Illinois, United States Work Model: Hybrid / Flexible Work From Home Days Travel Requirement: Up to 70% travel to customer sites, manufacturing plants, and regional meetingsThe Technical Service Manager (TSM) leads the technical interface between Flint Group and key customers in the wide web flexographic and gravure printing segments. This role specializes in water-based and solvent-based inks and coatings used in flexible packaging applications and is responsible for technical service leadership, customer support, product implementation, and technical performance optimization. The TSM collaborates closely with customers, sales, R&D, manufacturing, and regulatory teams to deliver technical solutions, improve print performance, and ensure high levels of customer satisfaction.
The role requires strong technical expertise, customer-facing skills, and leadership capabilities.Key ResponsibilitiesTechnical Service LeadershipLead technical support activities for wide web flexographic and gravure printing customers.Ensure optimal use and performance of Flint Group's water-based and solvent-based ink product lines.Serve as the primary technical contact for key customer accounts.Troubleshooting & Performance OptimizationConduct on-site troubleshooting and root cause analysis for printing or ink performance issues.Perform ink optimization, print quality analysis, and product performance evaluations.Analyze and resolve print defects, color variations, and substrate compatibility challenges.Press Trials & Product ImplementationCoordinate and lead press trials, product introductions, and technical demonstrations at customer facilities.Conduct technical audits and process reviews to improve pressroom performance.Cross-Functional CollaborationWork closely with R&D, sales, manufacturing, and regulatory teams to develop and deliver customized technical solutions.Support new product launches and technical innovation initiatives.Customer Relationship ManagementBuild strong relationships with customer technical teams, plant managers, and operational leaders.Act as a trusted advisor on printing processes, ink performance, and operational improvements.Team Guidance & MentorshipProvide guidance and technical support to technical representatives or field service personnel when applicable.Documentation & Continuous ImprovementMaintain detailed technical reports, service documentation, and issue tracking records.Identify opportunities for process improvements and customer value creation.Compliance & SafetyEnsure compliance with environmental, safety, and regulatory standards, particularly:VOC complianceSolvent handlingEmissions standardsProduct stewardshipRequired QualificationsEducationHigh School Diploma or Equivalent (Minimum Requirement)Bachelor's Degree Preferred in:ChemistryPrinting TechnologyEngineeringRelated Technical FieldExperience5+ years of experience supporting wide web flexographic or gravure printing operationsExperience working with water-based and solvent-based inks and coatings used in flexible packagingExperience leading customer-facing technical engagementsAbility to manage technical service projects independentlyTechnical ExpertiseStrong knowledge of:Pressroom processesInk and substrate interactionsDrying systemsSurface treatment processesExperience with:Color matchingPrint troubleshootingPrint defect analysisProfessional SkillsStrong customer relationship management skillsExcellent communication and technical presentation abilitiesAbility to collaborate effectively with cross-functional teamsStrong problem-solving and analytical skillsPreferred SkillsExperience with color management systems (e.g., X-Rite)Knowledge of lamination, coating, and post-print converting processesFamiliarity with VOC compliance and environmental regulationsExperience in flexible packaging printing environmentsTravel RequirementUp to 70% travel to customer locations and manufacturing facilities.