Technical Service Manager

Technical Service Manager

Location: Chicago, Illinois, United States Work Model: Hybrid / Flexible Work From Home Days Travel Requirement: Up to 70% travel to customer sites, manufacturing plants, and regional meetings

The Technical Service Manager (TSM) leads the technical interface between Flint Group and key customers in the wide web flexographic and gravure printing segments. This role specializes in water-based and solvent-based inks and coatings used in flexible packaging applications and is responsible for technical service leadership, customer support, product implementation, and technical performance optimization. The TSM collaborates closely with customers, sales, R&D, manufacturing, and regulatory teams to deliver technical solutions, improve print performance, and ensure high levels of customer satisfaction. The role requires strong technical expertise, customer-facing skills, and leadership capabilities.

Key Responsibilities

Technical Service Leadership

• Lead technical support activities for wide web flexographic and gravure printing customers.
• Ensure optimal use and performance of Flint Group's water-based and solvent-based ink product lines.
• Serve as the primary technical contact for key customer accounts.

Troubleshooting & Performance Optimization

• Conduct on-site troubleshooting and root cause analysis for printing or ink performance issues.
• Perform ink optimization, print quality analysis, and product performance evaluations.
• Analyze and resolve print defects, color variations, and substrate compatibility challenges.

Press Trials & Product Implementation

• Coordinate and lead press trials, product introductions, and technical demonstrations at customer facilities.
• Conduct technical audits and process reviews to improve pressroom performance.

Cross-Functional Collaboration

• Work closely with R&D, sales, manufacturing, and regulatory teams to develop and deliver customized technical solutions.
• Support new product launches and technical innovation initiatives.

Customer Relationship Management

• Build strong relationships with customer technical teams, plant managers, and operational leaders.
• Act as a trusted advisor on printing processes, ink performance, and operational improvements.

Team Guidance & Mentorship

• Provide guidance and technical support to technical representatives or field service personnel when applicable.

Documentation & Continuous Improvement

• Maintain detailed technical reports, service documentation, and issue tracking records.
• Identify opportunities for process improvements and customer value creation.

Compliance & Safety

• Ensure compliance with environmental, safety, and regulatory standards, particularly:
• VOC compliance
• Solvent handling
• Emissions standards
• Product stewardship

Required Qualifications

Education

• High School Diploma or Equivalent (Minimum Requirement)
• Bachelor's Degree Preferred in:
• Chemistry
• Printing Technology
• Engineering
• Related Technical Field

Experience

• 5+ years of experience supporting wide web flexographic or gravure printing operations
• Experience working with water-based and solvent-based inks and coatings used in flexible packaging
• Experience leading customer-facing technical engagements
• Ability to manage technical service projects independently

Technical Expertise

• Strong knowledge of:
• Pressroom processes
• Ink and substrate interactions
• Drying systems
• Surface treatment processes
• Experience with:
• Color matching
• Print troubleshooting
• Print defect analysis

Professional Skills

• Strong customer relationship management skills
• Excellent communication and technical presentation abilities
• Ability to collaborate effectively with cross-functional teams
• Strong problem-solving and analytical skills

Preferred Skills

• Experience with color management systems (e.g., X-Rite)
• Knowledge of lamination, coating, and post-print converting processes
• Familiarity with VOC compliance and environmental regulations
• Experience in flexible packaging printing environments

Travel Requirement

Up to 70% travel to customer locations and manufacturing facilities.