Relocation will not be offered for this position.
This role is eligible for a hybrid work schedule.
Purpose and Scope: This position is responsible and accountable for managing technical service activities that support the entire Metallus product offering. This responsibility includes representing the company in the area of technical service, claim assessment and management, and interpretation and communication of the product requirements, processing requirement, customer specifications and industry standards. This position directly manages associates in the technical services groups and works closely with sales, quality, manufacturing, supply chain and legal to develop long term sustainable improvements and manage risk related to customer issues.
Role and Responsibilities: - Manage a highly technical team of metallurgists and engineers to help customers develop efficient process and product solutions to achieve growth, value and customer service goals. This includes issues related to metallurgical, surface finish, machinability, forging, forming and other product and process characteristics.
- Work with our Application Met Lab to prioritize investigation requests and use investigation analysis to make data-driven decisions to drive resolution to customer issues and concerns.
- Overall responsibility to manage customer quality issues to mitigate company risk and obtain favorable and timely resolution
- Overall responsibility to train and manage the technical service team on broad processing issues, company terms and policies and Metallus capabilities to address potential issues or to identify growth opportunities to expand business with customers.
- Responsible to manage direct contact with customer to address claims, capability questions or develop engineering solutions to solve their toughest material problems.
- Manage customer account assignment for TSEs
Technical/Functional Skills: - Advanced knowledge of ferrous metallurgy, steel making and processing
- Advanced knowledge of manufacturing facilities and capabilities
- Strong communication skills applied toward managing cross functional activities to serve customers
- Demonstrated ability to interface with customers, peers and associates
- Requires computer skills in Microsoft and Metallus systems and databases
- Ability to help prioritize numerous claims/issues
- Advanced metallurgical knowledge of heat treat, forming processes and microstructures
- Assist TSE team with customer presentation of root cause and corrective action for high profile claims
Minimum Qualifications- Bachelor's degree in materials science, metallurgical engineering, or related field; with at least 12 years of experience in technical service, quality, manufacturing, or product development.
Preferred Qualifications- Master's degree in materials science, metallurgical engineering, business, or related field; with at least 10 years of experience in technical service, quality, manufacturing, or product development.
