Responsible for providing technical services to customers, resolve customer quality complaints, updating customers with the latest developments in grades, grade bench marking and quality up-gradation, undertake trials of new grades, develop new applications and improve the overall customer satisfaction index.
Customer complaint resolution
o Undertake personal visits to customers plants for resolving the quality complaints.
o Conduct comparative trials of our grades vis--vis competitors.
o Collect samples of raw material and finished goods for detailed analysis by Product Application Team
o Carry out trials of new grades, modified lots, and provide feedback to PAT.
o Suggest suitable mapped lots for enhancing customer service levels.
o Periodically conduct Benchmarking studies of our grades vis--vis co-producers and suggest improvement measures
Customer Relationship Management (CRM) initiatives
o Carry out trials for getting our grades approved by customers.
o Develop new applications.
o Facilitate CRM workshops activity in the region in close coordination with Regional Product Head and HO
o Track end use market trends & provide feedback for grade development.
o Interact with machinery manufacturers to pursue them to recommend our grades on all new machines
Grade benchmarking and quality up-gradation
o Continuously scan the external environment for new developments/grades being developed by domestic and international players and update.
o Collect samples of new grades for fingerprinting, analyses the strengths and weaknesses and suggest measure to modify/re-position aimed at widening the application envelope for our grades.
o Acquire product / technology / sector learning
Improve Customer Satisfaction Index
o Proactively visit customers to update them with the latest technical developments at our end.
o Assist customers in analysis of material/selection of grade.
o Monitor supply of material under quality deviation.
o Customer visits/communication with customer/sales team/DCA on technical issues and filing reports.
o Support to new entrepreneurs/New material establishment/trials.
Skills Required (Knowledge and Skills)
In-depth product knowledge
Comprehensive downstream understanding
Product and process technologies
Key Attributes (Experience and Qualifications)
B. E. / B. Tech in Chemical / Polymer / Mechanical engineering
9-12 years of experience