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Entity: Consumer Products Services Division (CPSD)
Department: Global Technical Services - Consumer Products
Location: Buffalo, New York, San Fransico, Seattle
Reports to (job): Director Technical Services
Expertise / exposure:
Hardlines, Toys and Juvenile Products
⮚ Position Summary
Provide technical, client and business line support to the Americas region and global business line as it relates to technical services, support, strategy, new product development, global processes, capacity planning and/or technical governance to maintain and enhance technical leadership.
⮚ Objective
Actively seek out opportunities for potential new products and revenue sources through expansion of current services, new service development and as a response to customer inquiries. Monitor, develop, and manage technical aspects of regulatory related services executed globally on behalf of Americas’ region customers
⮚ Major Roles & Responsibilities
Maintain awareness of industry best practices/standards and provide technical insight to clients and colleagues in areas of focus and consumer products. Share technical opinions, interpretations and recommendations with colleagues and customers
Adhere to the requirements of the BV-CPS Quality System, assist in the development, maintenance and improvement of internal quality systems and technical services processes for the appropriate service line (AN, HL, SL, TY or EL)
Respond to technical questions from the Tech Inquiry Mailbox in a timely, accurate and informative manner
Draft and/or Develop internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line
Hold membership in one or more relevant organization(s)
Develop and conduct technical training sessions in the Americas region to internal and external individuals related to Technical Services. Coordinate with other regional team members for global consistency
Develop an understanding of clients’ needs and expectations and assist in matching them to BV’s testing offerings
Proactively monitor customer inquires to recognize patterns of service requests that may currently fall outside the scope of BV services. Record and evaluate these opportunities.
Review customer feedback on current market trends and concerns and relay information to group
Monitors changes in regional regulations or industry standards and work with others in the assigned service lines to update or develop new testing methodology to ensure compliance with regional regulations or industry standards
Support the effective and timely resolution of technical issues and problems related to the region whether internal, among sites, or client based
Actively participate and execute in all Global Processes and proactively provide input for continuous improvement
Assist in improving client satisfaction by working with and through the Lab Managers/Directors and Business Development teams– working with existing systems to monitor, measure, and improve issues related to client satisfaction with Americas locations
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Additional responsibilities for Managers
Interface with client projects to provide regulatory interpretations and to support the IRC in efforts to sell knowledge products
Develop relationships with key individuals/leaders in industry and/or multi-stakeholder organizations through regular participation in committees, meetings, and attending conferences of such agencies
Hold membership in one or more organization at a level greater than member status
Develop and/or review internal Standard Operating Procedures (SOPs), Methods and Work Instructions, Standard Interpretation Practices etc for assigned service line
Development of technical content for marketing materials (service sheets, FAQs, training and technical bulletins) relating to Technical