The Technical Service Engineer is responsible for assessing customer needs and providing technical expertise to existing and potential customers in support of the Industrial Starch product line to maximize value creation. This will be accomplished by building strong relationships with customers and understanding their processes to provide enhanced solutions to the customers. This position will include customer support, process and equipment troubleshooting, design, operation, and improvement, as well as supporting applications development and new product development projects. This position requires a significant amount of travel (40% +).
Tate & Lyle is a leading supplier of Industrial Ingredients to customers throughout areas such as paper, adhesives, building materials, and many other specialty applications. We work in partnership with our customers, to understand each unique process and application, then bring together our expert resources to formulate and develop the right solutions. This collaborative and comprehensive approach is how we’ve become one of the world’s leading industrial starch companies. The Technical Service Engineer is a critical role within the Industrial team. Customer focused, collaborative, results oriented individuals in this role directly contribute to the achievements of the product line and the strong reputation Tate & Lyle holds among the industry. This role is responsible for executing best-in-class technical support to our customers in order to drive value creation.
Assumes primary responsibility to represent the team during technical customer interactions, establishing and building relationships with customer contacts, gathering key feedback and input in order to respond to customer needs with appropriate timeliness and with the most effective solution.
Leverages T&L capabilities and broad-range of products and expertise to explore and develop solutions. Clearly demonstrate and document the value of working with T&L and the solutions provided. Recognizes the issues that must be resolved and can be innovative on multiple solutions paths to drive to a mutually beneficial solution.
Effectively questions and explores concepts, sources and information to better understand customer needs and how to apply solutions. Partners with T&L sales colleagues and the customer to explore and identify the most mutually viable solution that meets the customer’s needs. Adapts and delivers compelling value propositions to expand sales and drive value.
Plan, Organize, Conduct, and Support customer trials, lab work, and technical projects to support and fulfil commercial strategies, including technical reports and data analysis; coordinating with customers and field teams as needed
Provide thorough written documentation of projects and methods/training documents. Develops and communicates compelling technical insights to secure customer commitment to engage in new solutions.
Confidently operate trial equipment successfully to meet trial and customer objectives with the ability to think and act swiftly and flexibility to changes or issues. Lead equipment design, operation, and maintenance or modification to process equipment whether at customer locations, toll manufacturers, or internal partners.
Develops a broad industry network, identifies and builds key relationships both internally and externally who are critical to solving customer needs. Advocates the sharing of insights and technical knowledge with cross-functional stakeholders to drive continuous improvement and share the voice of the customer.
Accountable for delivering to the high level of standards and quality set within T&L and expected by our customers and partners.
Significant travel required to cover customers across North America in applications from paper (printing and writing, packaging, tissue, etc.), adhesives, building materials, and many specialty applications. Estimate travel at 40%+, sometimes with little notice
BS in Engineering (Chemical or Paper Science Engineering), or related field
Experience in technical service, applications development, engineering, manufacturing, or process engineering roles
Preferable hands-on experience in the paper industry or supplier to the paper industry
Knowledge specific to the position:
Knowledge and experience in the Starch Industry preferred
Knowledge and experience in the Paper Industry
Knowledge and experience with paper mill processes and equipment are preferred
Hands-on skills with equipment – in particular starch handling and processing equipment – design, maintenance, operation
About Tate & Lyle
For over 150 years, we have been providing ingredients and solutions to the global food, beverage and industrial markets. Our journey has enabled us to build the knowledge and expertise to lead in our field. We’ve been leading the way in developing extraordinary ingredients that help our customers to respond to changing consumer needs and to retain their competitive edge, locally and globally
Tate & Lyle is a purpose-driven business. Our purpose is to improve lives for generations. Through our purpose, we believe we can successfully grow our business and have a positive impact on society. It inspires us and informs what we do. Working in partnership with our customers, we use our ingredients, expertise and people to bring our purpose to life every day.