At Troy Chemical, sales isn’t about transactions — it’s about partnership. For Senior Account Manager David Pfefferle, that means showing up, digging in, and helping customers solve real production challenges.

David’s primary focus is to identify where he can help — whether that’s optimizing chemistry, improving a process, or troubleshooting an issue on the line. He believes you can’t fully understand a finishing system from behind a desk. So he walks the floor, asks questions, and gets hands-on to see the entire operation in person. That approach makes a difference.

As an example of that commitment, a manufacturer contacted David after experiencing multiple days of parts rejections for a major customer. Production was being rerun, costs were climbing, and pressure was mounting. David received the outreach on Monday and was on-site on Tuesday.

After evaluating the process, he identified the issue: operators were not properly maintaining chemical concentrations. The team corrected the problem immediately and put safeguards in place to prevent it from happening again. Rejections stopped. Production stabilized. Customer confidence returned.

For David, responsiveness isn’t optional. “There’s no such thing as 9–5 in this role,” he explains. When a customer has a problem, he makes himself available — no matter the day. But his work doesn’t stop at reacting to problems. David takes a proactive approach, regularly visiting accounts, testing systems, and identifying potential risks before they impact production. In today’s environment — where many manufacturers are facing staffing shortages and knowledge loss from retirements — that extra layer of support is critical.

Troy Chemical backs him with strong internal resources: detailed process audits, lab testing capabilities, collaborative team expertise, and responsive ordering and shipping. Together, the goal is simple — protect the customer’s performance.

What makes David most proud is Troy’s culture. “We ask how we can help the customer — not how we can charge them more.” Recommendations are based on what’s best for performance, even if it doesn’t increase short-term sales. The focus is on a long-term partnership.

Having worked at large Fortune 500 companies, David appreciates Troy’s agility and quicker response times. It allows him to act fast and deliver solutions without bureaucracy slowing things down.

The most rewarding part of his role? Helping customers get their production right — especially in pre-treatment, where everything downstream depends on getting it right. Because true value isn’t proven when everything is going well, it’s proven when something goes wrong — and someone is there to fix it.