Manager – Technical Support Service (CCD)

Job Summary

This position is responsible for providing technical support to the Sales team, promoting & dissemination of technical information to Customers, Distributors, Architects, Engineers, Contractors, etc, ensure availability of technical services by handling customer queries and quality complaints, provide effective pre and post-sales service, training of sales professionals, gathering competitors information and coordinating with the factory.

  • Minimum Qualification: HND
  • Experience Level: Management level
  • Experience Length: 8 years

Job Description/Requirements

Critical Tasks:

  • Provide technical support to Sales team by organizing seminars and product demo and presentation to key customers and distributors
  • Plan & ensure various technical meets and product demo with key influencers like Architects, Engineers, Contractors, Masons, etc.
  • Effectively handle quality related complaints and provide adequate After Sales Service.
  • Carry out various in-house technical training programmes.
  • Plan and ensure dissemination of technical information to customers through generation of literatures, Demos, mailers etc.
  • Analyse competitor’s quality.
  • Nurturing of key contacts.
  • Training & development of Junior Customer service personnel.
  • Motivation and development of subordinates.
  • Conducting market research.
  • Preparation of reports for HO.

Critical Tasks achievement measurement:

  • No of Seminars / Presentation to customers
  • No of Meets / Presentation to influencers
  • Timely Resolution of complaints. 
  • Customer Satisfaction Index
  • Literature generation & distribution
  • Quarterly Competitor Quality Analysis Reports
  • Meeting training man days 
  • Monthly Market Research reports
  • Timely compilation

Qualification

  • HND in Civil / Structural Engineering from a premier institute
  • 8-10 years relevant experience in large construction / building material / construction chemical / infrastructure companies  
  • Excel, Word, Power point
  • Should have experience in partnering with an executive team, and have a high level of written and oral communication skills.
  • High level of initiative and assertiveness, Excellent team skills, Ability to work with a sense of urgency, effectively balancing multiple requests and tasks
  • Ability to work within a very diverse workplace and environment 
  • Must have strong strategic planning/account planning experience
  • Proven skill in consumer insight mining
  • High level of analytical and problem-solving skills.

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