Technical Service Manager

InstantServe LLC

Chicago, IL

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JOB DETAILS

SKILLS

Analysis Skills, Business Growth, Chemistry, Color Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Relations, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Environmental Compliance, Identify Issues, Leadership, Maintain Compliance, Manufacturing, Manufacturing Requirements, Mentoring, On Site Support, People Management, Performance Analysis, Performance Reviews, Printing, Problem Solving Skills, Product Packaging, Product Testing, Product/Service Launch, Project/Program Management, Regulations, Research & Development (R&D), Safety Compliance, Sales, Stewardship, Team Player, Technical Delivery, Technical Leadership, Technical Services Management, Technical Strategy, Technical Support, Technical Writing, Willing to Travel

LOCATION

Chicago, IL

POSTED

2 days ago

Technical Service Manager
Location: Chicago, Illinois, United States

Duration: Full time permanent

$90k- $100 K

Position Summary
The Technical Service Manager leads the technical interface with key customers in the wide web flexographic and gravure printing segments. Specializing in water-based and solvent-based inks and coatings, this role oversees technical support, manages customer relationships, and ensures successful product implementation and performance. Drive technical excellence, support business growth, and deliver high customer satisfaction through expert service and collaboration with internal and external teams.

Key Responsibilities
Manage and lead technical support for wide web flexo and gravure customers, optimizing water- and solvent-based product lines.
Oversee on-site troubleshooting, ink optimization, and product performance evaluations.
Coordinate and lead press trials, product introductions, and technical audits at customer facilities.
Collaborate with R&D, sales, manufacturing, and regulatory teams to deliver tailored technical solutions.
Develop and implement technical service strategies to drive customer retention, growth, and innovation.
Build strong relationships with key customer stakeholders as the primary technical point of contact.
Provide guidance and mentorship to technical representatives or field service personnel.
Maintain detailed technical documentation, service reports, and communication logs for proactive issue resolution and continuous improvement.
Ensure compliance with safety, environmental, and regulatory standards, including solvent handling, emissions, and product stewardship.

Qualifications
Education: Bachelor's degree in Chemistry, Printing Technology, Engineering, or related technical field preferred.

Experience:
5+ years in a technical role supporting wide web flexographic and/or gravure printing.
Proven experience with water-based and solvent-based inks and coatings in flexible packaging.
Ability to lead customer-facing technical engagements and manage projects independently.
Strong knowledge of pressroom processes, ink/substrate interactions, drying systems, and surface treatments.
Expertise in color matching, print troubleshooting, and print defect analysis.
Excellent communication, customer service, and cross-functional collaboration skills.
Willingness to travel frequently (up to 70%) to customer sites, manufacturing plants, and regional meetings.

Preferred Skills
Experience with color management systems (e.g., X-Rite).
Understanding of lamination, coating, and post-print converting processes.
Familiarity with VOC compliance, safety protocols, and industry regulations.

Screening Questions
Do you have experience working with packaging materials and inks in a manufacturing setting?
Have you successfully resolved technical issues related to packaging or inks in previous roles?
Have you received direct feedback from customers on packaging or ink performance?
Have you worked with cross-functional teams to implement technical solutions?
Are you familiar with current trends and advancements in the packaging and inks industry?

Technical Service Manager

InstantServe LLC

Chicago, IL

About the Company

InstantServe LLC

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