IPG · 1 month ago
Technical Service Specialist (DF)
Michigan, United States
Full-time
Onsite
Mid Level
4+ years expIPG is a global leader in packaging and protective solutions, seeking a Technical Service Specialist to provide technical support for customers. The role involves answering queries, managing customer complaints, and collaborating with various departments to ensure customer satisfaction.
ConsumerPackaging Services
Responsibilities
Become knowledgeable about all tape product lines and products, including basic structures, testing, physical properties, hands on feel, plant capabilities, etc
Independently answer queries from Sales, Customer Service, distributors, and end users mainly through email, but also telephone, instant message, and postal mail. Most queries originate from USA or Canada, but others are worldwide
Independently answer queries concerning products, their properties, competitive cross references, applications, technical documents, etc. Also seamlessly escalate queries beyond scope to senior staff
Issue documents and letters to customers as needed
Log new queries in the Footprints Technical Service workspace and track open queries
Use the Footprints Technical Service workspace knowledge base, various databases, product documents, key technical staff, internet searches, and other resources to answer customer queries
Work closely with Product Compliance/Sustainability to manage and answer environmental questions and issue documents
Maintains a list of key staff contacts to facilitate prompt and efficient communication or escalation of customers to appropriate personnel
Also manages the Footprints Total Customer Care workspace. Review new complaints to ensure key fields are completed and correct. On a weekly basis reconcile the status of open complaints in Footprints so they agree with AS400/prism
Build reports in the Footprints Technical Service and Total Customer Care workspaces as requested. Manage and modify software through Form Designer as needed
Other duties assigned or as customer needs evolve
Qualification
Required
Bachelor's degree in a technical field
4-7 years of experience in a related position
Preferably at least 2 years in the tape industry or other manufacturing environment
Must be a self-starter and able to work independently
Must employ time management and organizational skills
Must be able to multi-task, deal with tight timelines, and exhibit appropriate urgency
Must be a detail-oriented problem solver but recognize that time resources are limited and must be carefully managed
Provides answers or output by using numerous internal or external resources, sometimes with limited information
Must be a team player who recognizes that sharing knowledge is of far greater value than hoarding knowledge
Ability to communicate with internal and external customers diplomatically and with empathy
Ability to effectively communicate verbally and in writing
Proficient in communicating and documenting through Microsoft Word, Excel, Outlook and Teams. Open to learning new software tools
Ability to determine which customer queries they can complete, and which queries should be escalated to other staff
Recognize and protect information that is proprietary to IPG and cannot be shared
Ability to learn and implement new ways of doing things as needs of the customer change and IPG processes and tools evolve over time
Must value networking, of reaching out to a wide range of staff to clarify communication, access other experts, expedite or escalate queries, etc to support customers
Benefits
Competitive pay
Extensive benefits that support you and your family
Exciting career development opportunities
Ongoing training and the support you need to succeed
Company
IPG
Headquartered in Sarasota, Florida, IPG is a global provider of packaging and protective solutions across a diversified set of geographies and end-markets.
1001-5000 employees
H1B Sponsorship
IPG has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2022-03-08Acquired
1999-04-09IPO
Leadership Team
Pete Durette
Chief Executive Officer
Jeffrey Crystal
Chief Financial Officer
Recent News
Precedence Research
2025-11-20
Precedence Research
2025-10-16
Company data provided by crunchbase