Technical Service and Application Development Engineer

Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We are committed to sustainability by responsibly managing the materials we create for their entire lifecycle and are growing our portfolio of sustainable products to meet increasing customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese is a Fortune 500 company that employs approximately 12,400 employees worldwide with 2023 net sales of $10.9 billion.

Technical Service and Application Development Engineer 

This is an onsite, in-person position located at:  

Mylar Specialty Films 5401 Route 1, Richmond, VA 23234 // 5401 Jefferson Davis Highway, Richmond, VA 23234 (Spruance facility) 

Celanese is a Fortune 500 global chemical and specialty materials company that engineers and manufactures products essential to everyday living. With global headquarters in Dallas, Texas, Celanese employs approximately 13,300 dedicated people working at more than 50 owned and operated manufacturing facilities across 27 countries. We are committed to employee growth and creating shareholder value, and strive to make a difference in the communities where we operate. Our company focuses on the safety of its employees, provides competitive compensation (including benefits starting Day 1), and emphasizes giving back to the community. For more information about Celanese and our products please visit www.celanese.com    

Primary Function: Understand the needs of the customers (VOC) and translate that information in a way that is useful internally. Provide leadership through multi-functional groups to ensure the satisfaction of customer needs. Develop and maintain strong relationships with the assigned customers. Provide technical expertise regarding the markets served by the assigned customers. Provide technical guidance to resolve customer complaints and other technical issues. Provide information to develop new products and applications. 

This role is customer-facing, internal-focused, responds to customers’ requests, data and applications development. Provides guidance and onsite support and troubleshooting. Will conduct root cause investigations and manage projects. This role is the voice of the customer inside of the facility. 

Educational Attainment: Bachelor of Science in Chemistry, Engineering, or Applied Science

Knowledge, Experience and Skills Needed: 

• Bachelor of Science in Chemistry, Engineering, or Applied Science
• At least 3 years’ experience in a manufacturing, technical, or R&D role. 
• An understanding of the polyester film making process and our customers’ converting processes. Direct experience in film making manufacturing is desired. 
• Desired, but not required, 3+ years technical experience in a plastic film or sheet industry, or prior experience in the packaging industry. 
• Disciplined approach to troubleshooting. Six Sigma Green Belt certification is required within one year of being in the role. Six Sigma Black Belt certification is desired. 
• Good listening skills. Must be effective at the customer interface, able to listen and understand customer requirements and translate that information in a way that is useful internally. 
• Demonstrated customer focus and relationship development. 
• Ability to manage crisis and conflicts. 
• Must be able to prioritize and manage multiple tasks, including the ability to effectively manage multiple projects as needed. 
• Excellent interpersonal relationship skills and demonstrated ability to work with a broad cross-section of individuals from many disciplines and industries.  
• Stage-Gate Product Development process experience 
• Polished written and verbal communication skills. Ability to influence a cross-functional team and direct and manage diverse points of view. 
• Must be willing to travel (primarily North America) 10% - 50% of the time and work extended hours as necessary to ensure customer success and resolve plant problems. 

• Strong computer skills, with proficiency with Lotus Notes, Minitab, SAP, BW, BlazeLIMS, and MS Office products – especially Excel and PowerPoint  
• Familiarity with ISO 9001 Quality Systems and Good Manufacturing Practices (cGMP). 

Accountabilities:   

• Understand the voice of the customer (VOC) and translate needs in a way that is useful internally for existing and potential new products. Possess an intimate knowledge of our customers’ processes. 
• Communicate the customers' / market needs and expectations internally. Provide information to help drive process improvements, product developments, and improve process capability aimed at prevention of defects. 
• Provides direction to Operations’ continuous improvement efforts to ensure our products meet or exceed our customers’ quality expectations. 
• The owner of customer-signed specifications. Ensure they accurately communicate customer needs.  Review on a regular basis – at least every three years. 
• Be a customer advocate to Operations and to the Business. 
• Ensure customer complaints / issues are properly investigated and are completed in a timely fashion. Communicate findings. 
• Possess an intimate knowledge of our film products and properties as well as the “toolbox capabilities”. Effectively present this information to our customers in a manner that adds value and promotes new Applications Development. 
• Be aware of all product developments that will potentially impact or benefit the assigned customers / markets. Coordinate these developments at the customer and serve as a consultant to the customer on development projects. 

• Conduct regular Product Reviews – at least three per year. Use that information to refine specifications and to define needs for improved process capability. 
• Communicate to the customers appropriate technical / process capability information including information regarding polymer and raw material transitions. 
• Provide direction, priorities, and feedback to the Customer Quality Technicians and R&D Technicians. Provide information to the Technicians so that they will become more of an expert for the customers / markets. 
• Develop a network of contacts within the market in order understand marketplace trends. With this knowledge, forecast new product development needs to the business.   

Competencies: 

• Analysis And Judgment: Identifies issues, problems and opportunities; Collects information to better understand issues, problems, and opportunities; Integrates information from a variety of sources; detects trends, associations, and cause-effect relationships; Creates relevant options for addressing problems/opportunities and achieving desired outcomes; Formulates clear decision criteria; evaluates options by considering implications and consequences; chooses an effective option; Includes others in the decision-making process as warranted to obtain good information, make the most appropriate decisions, and ensure buy-in and understanding of the resulting decisions. 
• Build Sustainable Customer Relationships:  Seeks information to understand customers' circumstances, problems, expectations, and needs; Shares information with customers to build their understanding of issues and capabilities; Builds rapport and cooperative relationships with customers; Considers how actions or plans will affect customers; responds quickly to meet customer needs and resolve problems; avoids over-commitments; Implements ways to monitor and evaluate customer concerns, issues, and satisfaction and to anticipate customer needs. 
• Business Acumen:  Understands the organization’s business model and competitive position in the marketplace; how the business leverages core competencies for growth and profitability; the value proposition to external customers; Understands the organization’s structure, systems, functions, and business processes; how the organization operates, including its planning processes and decision-making channels; information management systems; how products and services are developed, sold, and delivered to customers; Tracks the changing needs and expectations of external customers; identifies links between internal demands and external needs; works to understand business priorities to achieve greater success. 
• Communicating With Impact:  Uses appropriate vocabulary; logically and simply conveys ideas; uses effective vocabulary; Communicates clearly and understandably; sequences information in a logical manner to aid understanding; uses appropriate grammar and punctuation; avoids jargon or technical words; uses a tone and format suggested by the topic and audience; Frames message in line with audience's experience, background, and expectations; uses terms, examples, and analogies that have meaning for the audience;  Listens to others and objectively considers others' ideas and opinions, even when they conflict with one's own. 
• Embracing Change:  Quickly modifies behavior to deal effectively with changes in the work environment; readily tries new approaches appropriate for new or changed situations; does not persist with ineffective behaviors; Adapts interpersonal style to effectively interact with a variety of people.  
• Engagement:  Works collaboratively with others to establish and maintain positive work relationships; Demonstrates resilience and flexibility in the face of obstacles; Seeks new learning opportunities; pursues intellectual challenges; Possesses an energetic and assertive achievement orientation; seeks opportunities to solve work problems and accomplish challenging work goals; Approaches work challenges with a “can do” mind-set. 
• Innovation:  Sees alternative ways to look at or define problems; is not constrained by the thoughts or approaches of others; Draws upon multiple, diverse sources (individuals, disciplines, bodies of knowledge) for ideas and inspiration; Combines ideas in unique ways or makes connections between disparate ideas; Examines numerous potential solutions and evaluates each before accepting any. 
• Managing For Productivity:  Identifies more critical and less critical activities and assignments; adjusts priorities when appropriate; Allocates appropriate amounts of time for completing work; develops timelines and milestones; Uses time effectively and prevents irrelevant issues or distractions from interfering with work completion. 
• Teamwork / Collaboration:  Builds effective working relationships with other people; Probes for and provides information to clarify situations; Seeks and expands on original ideas, enhances others' ideas, and contributes own ideas about the issues at hand. 

Knowledge, Experience and Skills Needed: 

• Bachelor of Science in Chemistry, Engineering, or Applied Science
• At least 3 years’ experience in a manufacturing, technical, or R&D role. 
• An understanding of the polyester film making process and our customers’ converting processes. Direct experience in film making manufacturing is desired. 
• Desired, but not required, 3+ years technical experience in a plastic film or sheet industry, or prior experience in the packaging industry. 
• Disciplined approach to troubleshooting. Six Sigma Green Belt certification is required within one year of being in the role. Six Sigma Black Belt certification is desired. 
• Good listening skills. Must be effective at the customer interface, able to listen and understand customer requirements and translate that information in a way that is useful internally. 
• Demonstrated customer focus and relationship development. 
• Ability to manage crisis and conflicts. 
• Must be able to prioritize and manage multiple tasks, including the ability to effectively manage multiple projects as needed. 
• Excellent interpersonal relationship skills and demonstrated ability to work with a broad cross-section of individuals from many disciplines and industries.  
• Stage-Gate Product Development process experience 
• Polished written and verbal communication skills. Ability to influence a cross-functional team and direct and manage diverse points of view. 
• Must be willing to travel (primarily North America) 10% - 50% of the time and work extended hours as necessary to ensure customer success and resolve plant problems. 

• Strong computer skills, with proficiency with Lotus Notes, Minitab, SAP, BW, BlazeLIMS, and MS Office products – especially Excel and PowerPoint  
• Familiarity with ISO 9001 Quality Systems and Good Manufacturing Practices (cGMP).