TECHNICAL SERVICE ENGINEER

Purpose/Objective

The Technical Service Engineer role serves as the primary technical expert and advisor for the company's cement and specialty products (S&P) lines, driving demand generation, brand building, and stakeholder engagement across various market segments.
This role is responsible for providing comprehensive technical support, on-site consultation, and problem-solving to enhance customer satisfaction and project outcomes.

Key Responsibilities of Role

Demand Generation and Brand Building - Engage with customers, influencers, and channel partners to generate demand and build brand awareness for the company's products across all market segments.

• Visit construction sites, provide technical services, and support sales activities to enhance product usage and achieve KPIs for brand building.
  Relationship and Stakeholder Management - Build and maintain relationships with a diverse group of stakeholders, including masons, contractors, engineers, architects, and channel partners.
• Tailor solutions and support services to meet the specific needs, preferences, and challenges of each stakeholder group.
  Technical Expertise and Support - Serve as the technical expert on the company's cement and S&P product lines, offering guidance on product selection, usage, and application methods.
• Provide on-site technical consultation, troubleshooting, and problem-solving to enhance project outcomes and client satisfaction.
  Dealer and Influencer Support - Collaborate with sales teams to support channel management activities, focusing on new or declining dealers to strengthen partnerships.
• Organize workshops, training sessions, and plant visits to educate influencers on product usage and advantages.
  On-Ground Activation and Engagement - Conduct technical service activities, canopy events, customer guidance camps, and clinics to drive engagement and support channel partners.
  Market Feedback and Product Development - Provide feedback on product quality and suggest improvements based on field observations, client feedback, and performance assessments.
• Participate in new product development and process optimization initiatives, contributing to the innovation pipeline.
  Sales Collaboration and Upselling - Identify opportunities for upselling and cross-selling based on the technical advantages of the product range.
• Assist the sales team in overcoming technical objections and advocating for the premium product line.
  Compliance and Standards Adherence - Ensure that all technical activities comply with relevant legal and regulatory standards.
• Develop and implement technical standards, procedures, and documentation to support quality assurance and maintain compliance.
  Training and Knowledge Sharing - Create and manage technical manuals, guidelines, and FAQs to assist internal teams and customers.
• Share technical knowledge and best practices within the organization to foster continuous learning and improvement.
  Transparency and Accountability - Maintain clear and accurate records of technical data and project outcomes.
• Foster a culture of openness and transparency in operations, sharing information and establishing clear accountability mechanisms.
  Ethical Standards and Professional Conduct - Uphold the company's ethical standards in all activities, ensuring honesty, integrity, and adherence to the organization's commitment to integrity and ethics.
  Organizational and Project Management Skills - Prioritize tasks effectively and manage multiple projects simultaneously, adapting to changing priorities and demands with agility.
• Implement best practices in workflow management to reduce bottlenecks and improve output quality.
  Internal Stakeholders - Regional Technical Services Manager - Territory Sales Officer External Stakeholders - Contractors - Influencers - Customers/ Dealers

Technical Competencies

Consultative Selling-Cements,Cross-functional Collaboration-Cements,Customer Relationship Management (CRM)-Cements,Documentation and Record-Keeping-Cements,Influencer Relationship Building-Cements,Knowledge of Sustainable Construction Practices-Cements,Operational Coordination-Cements,Quality Assurance-Cements,Stakeholder Management-Cements,Technical Documentation-Cements,Technical Support Coordination-Cements

Qualifications and Experience

Educational Qualification - Bachelor's degree in Civil Engineering.
Work Experience (Range of years) - 2-4 years of experience in technical support or service roles.
Industry Knowledge - Knowledge of cement products, applications, and technical problem-solving.