Technical Specialist- Softlines

Entity: Consumer Products Services Division (CPSD)

Department: Global Technical Services - Consumer Products

Location: Buffalo, New York, San Francisco, Seattle

Reports to (job): Director Technical Services

Expertise / exposure:

• Softlines (Apparels, footwear, Home furnishings etc)

• Analytical / Chemical (Restricted Substances List)

• 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

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

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

Manager

• 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).