Product Support Specialist, Specialty Coatings and Paint

Innovative Chemical Products Group (ICP Group) is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants serving the construction and industrial end markets. ICP Group is comprised of leading brands known for innovation, quality, and performance. Founded in 2015 and supported by a lean corporate team, ICP Group has scaled rapidly through organic and acquisition growth into one of the largest coatings, adhesives, and sealants companies in North America.

ICP Group is headquartered in Andover, MA and has manufacturing and distribution sites throughout North America, Latin America, UK, Europe, and the Asia Pacific region.

ICP is seeking a Product Support Specialist to join our team. This will be an individual with a well-rounded and extensive paint and coatings background to address field technical issues, to work as the liaison between the lab, sales and the end customer, to provide product training and to support new product definition and introduction activities.

This position is responsible for product recommendation, troubleshooting application questions, customer complaints regarding technical issues, product concerns or any other technical service components. The role will also help define new product requirements, contribute to the new product roadmap and support new product introduction activities. A key element of this role will include external training of contractors, distributors and dealers in the proper use and application of ICP Products.

The role will serve as a primary communications liaison between the technical group and sales, marketing, and customer service and will help establish technical group priorities.

• Answer product application questions on a daily basis
• Address technical complaints referred by marketing, sales or customer service
• Investigate complaints to determine root cause
• Communicate root cause results verbally and in formal reports to appropriate internal personnel
• Interact with customers to satisfy their issues while protecting ICP’s interests
• Visit customer sites as required to troubleshoot issues
• Prioritize and drive actions necessary to drive root cause determination and to address issues identified in root cause analyses
• Interact with suppliers, customers, customer service, sales and production staff to assure customer satisfaction and complaint resolution

• Serve as a key voice in the establishment of new product performance requirements
• Serve as a primary stakeholder in establishing new product development priorities
• Coordinate competitive product benchmarking activities
• Coordinate training for both new and existing products
• Lead the market introduction activities for new products
• Actively contribute to the development of the product roadmap

• Maintain electronic records of all work
• Contribute to the monthly tracking and categorization of customer complaints
• Prioritize and coordinate the needs of customers, marketing, sales and customer service in managing how time on the job is utilized
• Maintain a clean and safe work environment
• Follow ICP Construction policies
• Complete any additional assignments as directed
• Report to the Technical Service & New Product Support Manager – Construction
• Other duties assigned by Gardner‑Gibson Sales management team

• 5+ years of experience in architectural paints and coatings or a related field
• Have general coatings knowledge and/or experience in the paint and coatings industry
  • Substrate and surface preparation
  • Paint preparation and mixing methods
  • Application techniques and applicator materials
  • Aptitude in using appropriate tools
  • Basic knowledge of spray equipment and operation
• Understand how to read and interpret Technical Data Sheets
• Experience in dealing directly with customers
• Conscientious with great attention to detail
• Communication Skills
  • Excellent listening and verbal communication skills
  • Telephone skills
  • Ability to ask questions and gather information from customers needed to diagnose issues effectively
  • Ability to teach and train others on technical details
  • E‑mail and technical report writing skills
• Computer…