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GrafTech International is the leader in the graphite electrode industry focused on maximizing customers' bottom lines and providing unparalleled service, while developing cutting-edge technology that sets the standard in the steel industry. GrafTech International has a challenging opportunity for a Customer Technical Service Director. This position will lead his/her sales team to meet and exceed Annual Objectives, assuring that his/her team adheres to the company procedures, that uses the available commercial tools, and that performs to the highest ethical level. The CTS Director will implement an accountability culture within his/her team and will personally lead the most complex technical discussions within his/her territory (North, Central, and South America). This position will be located in Brooklyn Heights, OH. Remote locations may be considered provided easy commuting to the office. Responsibilities: Develop and maintain world-class Customer Technical Service for GrafTech customers. Meet or exceed the Annual Objectives agreed with his Manager (i.e. Delivered Value-Add to Customers, Proactive Customer Service, DCRs Management, Annual Budget, Reporting, or other objectives that the Executive Team and/or the Board of Directors might require), to contribute to the Company Annual Business Plan Objectives . Lead the Technical Team and make them accountable to deliver the annual objectives, monitoring performance. . Thoroughly understand the application of graphite electrodes in all markets. Lead the product allocation process in accordance with the graphite strategy. Maintain an environment of teamwork that facilitates the appropriate involvement of resources and the quickest execution of high caliber, strategically aligned service. Promote external communication and interaction to leverage the use of graphite electrode technology through seminars, presentation of technical papers in conferences, and regular meetings with EAF makers and other suppliers in the steel industry. Lead the development of improved technology systems (e.g. training, prioritization) that addresses all of the critical needs for short-term and long-term success. Coordinate new product trials at customer shops, allocate CTS resources, evaluate results, and prepare reports for management. Evaluate electrode performance, keep management informed, and make recommendations for improvement. Coach and develop team of CTS engineers and technicians. Investigate, follow-up, track, and report on Dissatisfied Customer Reports. Ensure graphite electrode business compliance with GrafTech Product Responsibility requirements. Coordinate with the AFMS team to provide superior advice to customers for productivity improvement. Required Qualifications: Four-year university degree in engineering materials sciences or metallurgy. A Master's degree in similar field is preferred. Minimum of 10-15 years' experience of relevant experience in the steel, graphite, or refractory industry, including 5 years of management. Consideration will be given to candidates with relevant experience in a related industry. Ideally the candidate will have knowledge of EAF technology, running EAF equipment, and electrode consumption. The candidates we seek will have an understanding of the economics of the business and the dynamics of the industry, customers, and competitors. Six Sigma Black Belt certification is preferred. Demonstrated proficiency at problem solving. Strong business acumen and data analytical skills are required. Successful track record of leading a remote team. Personal and Professional Characteristics The successful candidate will be a customer-focused results-oriented professional with a business person's perspective who will contribute both strategically and tactically. Ability to inspire and motivate others and instill a culture of personal account