Customer Technical Support

Job Summary

This role supports customers who use the company’s ink solutions by delivering technical guidance, diagnosing product issues, and helping improve overall product performance. The position is centered on solving application and process challenges, especially in water-based and solvent-based ink manufacturing settings, while keeping customer satisfaction high.

Key Responsibilities

• Offer technical assistance to customers on ink product use, performance, and problem resolution.
• Answer queries about product details, application methods, and technical concerns.
• Help customers resolve issues quickly so production interruptions are kept to a minimum.
• Provide support either remotely or on site, including trials and product demos when needed.
• Work with Sales, R&D, and Production teams to respond effectively to customer needs and feedback.
• Draft technical documentation, analyze root causes, and suggest corrective actions.
• Guide customers through product rollout, testing, and qualification activities.
• Keep detailed records of customer cases, actions taken, and outcomes.
• Support ongoing improvement efforts based on field observations and customer feedback.

Qualifications & Experience

• A bachelor’s degree in Chemistry, Chemical Engineering, Printing Technology, or a closely related discipline is required.
• At least 5 years of direct experience in a comparable technical support position.
• Background in supporting water-based and solvent-based inks within an industrial manufacturing environment.
• Good understanding of ink formulations, printing operations, and application practices.
• Strong analytical thinking and troubleshooting ability.
• Clear communication skills and confidence in customer interactions.

Skills & Competencies

• Customer technical support
• Fault diagnosis and troubleshooting
• Ink formulation knowledge
• Printing process understanding
• Analytical problem-solving
• Technical reporting and documentation
• Cross-functional collaboration
• Independent case management
• Customer relationship handling