Sr. Technical Service Representative - Team Lead

Departmental Responsibilities

• Ensure employees have appropriate training and other resources to perform their jobs.


• Assist manager with daily operation of Technical Service department to include the development, analyses and implementation of staffing and training plans, as well work as a member/leader of special or on-going projects that are important to area/process improvement.


• Establish work procedures and processes that support company and departmental standards, procedures, and strategic directives, as well as emerging customer needs.


• Provide periodic direction and communication to employees via Technical Staff Meetings and other ad hoc communication so that technical service is provided in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.


• Provide performance feedback and coaching on a regular basis to each team member. Provide input to and/or write performance reviews for department manager approval. Deliver performance reviews jointly with department manager.  Address disciplinary and/or performance problems, or communicate to department manager to be addressed. Prepare warnings and communicate effectively with employees on warnings and make effective/appropriate decisions relative to corrective action as required. Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level.


• Be available for employees that experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.


• Use appropriate judgment in upward communication regarding department or employee concerns.


• Track, publish and drive departmental KPIs and metrics

Waste Management and Technical Support Responsibilities

• Contributes to departmental goals for achieving revenue and pricing objectives of RES, RIS and RTS.


• Functions as a technical and service liaison for Territory Sales Managers and customers, including – but not limited to – the functions described below, to obtain new and maintain existing accounts:
  
  
  
  • Primary internal customer contact for a given account base/sales territory. Coordinates all internal activities to service an account
  
  
  • Resolves customer inquiries regarding invoices, credit requests, document and report requests, scheduling requests, acceptance, packaging, etc.
  
  
  • Determines appropriate treatment method(s) for all TSS candidates, acts as resource for rest of group
  
  
  • Generates waste stream and service price estimates and quotations
  
  
  • Calculates profitability of waste streams and services, and evaluating with Sales and Marketing associates
  
  
  • Develops RIS waste profiles, ( has ability to add process methods and safe handling protocols for waste streams in accordance with RES and RIS procedures, and in compliance with applicable RCRA, DOT and OSHA regulations), and submits for final approval.
  
  
  • Facilitates and manages bid process
  
  
  
  


• Clears scheduled shipments; may include – but is not limited to:
  
  
  
  • Manifest validation
  
  
  • Shipper creation
  
  
  • Shipper edit resolution, including handling instruction sign-offs
  
  
  • Shipment documents (label, manifest, LDR) preparation and/or evaluation
  
  
  
  


• Function as an internal resource for Sales Managers, QAQC, RIS and RTS


• Determining appropriate treatment method(s) for all byproducts that customers generate


• Reviewing waste streams and/or lab pack inventories


• Generating waste stream and service price estimates for non standard items


• Submits complete and accurate requests for scheduling to logistics


• Works with customer and Discrepancy Coordinators to resolve discrepancies


• Provides information to the Accounting Department, including credit requests, to ensure timely and accurate invoicing


• Calculating profitability of waste streams and services for non standard items, and evaluating with Sales and Marketing associates


• Assigning process methods and safe handling protocols for waste streams in accordance with RES and RIS procedures, and in compliance with applicable RCRA, DOT and OSHA regulations.


• Performing 1CR and 2CR approvals


• Providing technical support to bids, including technical writing


• Providing information to the Accounting department, including credit requests, to ensure timely and accurate invoicing, as necessary


• Creating and submitting SWRC and SCHRF packages


• Recertifying expired profiles


• Production & Safety renewals

Other

• Coordinating or requesting coordination of activities of associates in the department to service assigned account base based on function and department workload


• Maintaining a working knowledge of competitors and market trends.


• Maintains working knowledge of RIS and RTS capabilities and regulatory requirements.


• Maintaining working knowledge of safety and regulatory compliance requirements (EPA, DOT, OSHA, etc.).


• May support and/or coordinate facility tours and audits.


• Daily uses advanced PC and business computer applications, telephone conferencing and e-mail.


• Understanding RES’ ISO 14001 Environmental Management System (EMS) and assists with executing its objectives.


• Performing other job-related duties assigned.

Minimum Requirements

• Bachelor’s degree in Chemistry or related field, with chemistry training. Equivalent experience may be considered.


• Five or more years’ experience in similar position, in environmental services industry. Sales or customer experience required.


• Must have successfully achieved “1CR” and “2CR” level status, or demonstrate proficiency based on prior work experience.


• Position requires exercise of independent judgment and ability to work with minimum supervision.


• Working knowledge of current DOT, RCRA and EPA regulations is required.


• Ability to communicate effectively to a variety of audiences


• Proven leadership experience and ability to develop and motivate a team


• Position requires customer contact. Must possess excellent interpersonal, written and verbal communications skills.


• Must be willing to work additional hours or off-hours as needed to meet business objectives. May be required to travel to customer sites.


• Must be highly organized and able to problem solve to meet business objectives.


• Must be able to resolve conflicts to meet business objectives.


• Must possess strong work ethic with commitment to safety, compliance, and quality.


• Must be computer literate (i.e. Microsoft Office) and be able to generate reports and correspondence as required.


• Physical demands are representative of those that must be met by an associate to successfully perform the essential functions of this job.


• Reasonable accommodations may be made to enable individuals with disabilities to safely perform the essential functions of this job.