Job Description

Position Details

• Role: Technical Service Manager
• Location: Chicago, Illinois, United States
• Relocation Assistance: Possible for the ideal candidate

Role Overview

The Technical Service Manager (TSM) serves as the technical interface between the client and key customers in the wide web flexographic and gravure printing segments. Specializing in water-based and solvent-based inks and coatings, the TSM is responsible for overseeing technical support activities, managing customer relationships, and ensuring successful product implementation and performance. This leadership role drives technical excellence, supports business growth, and ensures high customer satisfaction through expert service delivery and collaboration with internal and external teams.

Key Responsibilities

1. Manage and lead technical support for wide web flexo and gravure customers, ensuring optimal use of the client's water and solvent-based product lines.
2. Oversee on-site troubleshooting, ink optimization, and product performance evaluations.
3. Coordinate and lead press trials, product introductions, and technical audits at customer facilities.
4. Collaborate with R&D, sales, manufacturing, and regulatory teams to deliver tailored technical solutions that meet customer needs.
5. Develop and implement technical service strategies that support customer retention, growth, and innovation.
6. Build strong relationships with key customer stakeholders, acting as the primary technical point of contact.
7. Provide guidance and mentorship to technical representatives or field service personnel, where applicable.
8. Maintain detailed technical documentation, service reports, and communication logs to support proactive issue resolution and continuous improvement.
9. Ensure compliance with safety, environmental, and regulatory standards, particularly regarding solvent handling, emissions, and product stewardship.

Qualifications

• Education: A bachelor’s degree in Chemistry, Printing Technology, Engineering, or a related technical field is preferred.
• Experience:
• 5+ years in a technical role supporting wide web flexographic and/or gravure printing.
• Proven experience with water-based and solvent-based inks and coatings used in flexible packaging.
• Demonstrated ability to lead customer-facing technical engagements and manage technical projects independently.
• Strong knowledge of pressroom processes, ink/substrate interactions, drying systems, and surface treatments.
• Skilled in color matching, print troubleshooting, and print defect analysis.
• Effective communicator with excellent customer service and cross-functional collaboration skills.
• Able to travel frequently (up to 70%) to customer sites, manufacturing plants, and regional meetings.

Preferred Skills

• Experience with color management systems (e.g., X-Rite).
• Understanding of lamination, coating, and post-print converting processes.
• Familiarity with VOC compliance, safety protocols, and system regulations.

Candidate Details

• Experience: 2+ to 5 years
• Seniority Level: Mid-Senior
• Management Experience Required: No
• Minimum Education: High School Diploma or Equivalent
• Willingness to Travel: Occasionally

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