We recently caught up with Jeff Nicholson, ICD's new Technical Services Manager to get his thoughts on his new job and focus ahead!
How long have you been with ICD and what were you doing for the company before you took over this position?
Jeff: I have been employed at ICD for 4.5 years. I started out in Sample Production and Color Matching then transitioned, after about 6 months, into a new position referred to as Product Commercialization Liaison. As PCL, primary responsibilities included working between R&D and production to facilitate scale-up of new products, developing and updating quality documents and processes, developing tools for tracking plant metrics and promoting continuous improvement throughout all departments.
In taking over this extremely important position, have you set any specific goals to reach?
Jeff: I’ll answer this question by beginning with a couple of key statements: “Our vision is to provide world-class technical service” and “our mission is to exceed the expectations of our customers and industry communities we serve through education, training, availability, continuous improvement and problem-solving.”
Meeting our customers’ needs is the very reason ICD Technical Service exists. My primary, specific goal is to develop a team and organize a program that has the greatest potential of achieving and maintaining 100% customer satisfaction while consistently adhering to all of ICD’s core values.
What impresses you most about the ICD product line?
Jeff: I am continually impressed at the high regard for health, safety and superior environmental stewardship that is designed and developed into all of ICD’s products. I have been at the table of discussion many times where the prospect of developing some very profitable and marketable products were unanimously set aside when proceeding might require us to “bend,” or even dismiss, our high standards. That often significantly increases the challenges our Research & Development team faces (to achieve desired results without wavering on principles), but ICD has proven itself determined to always heartily accept that challenge.
What sort of future plans do you have to keep the current and potential customer updated on the technical goings on at ICD?
Jeff: Current customers will have immediate access to all current technical literature relevant to their operations via our web portal and electronic files provided annually during re-certifications.
Both current and potential customers can expect to see much more information and educational material offered through a variety of communications and media sources. We plan to distribute electronic mailings, post blog articles on the website, produce and post informational/instructional videos, host webinars and onsite presentations.
We want to have the most informed customers in the industry—absolutely confident in their understanding of our products and how they may experience the very best success with them.