Technical Service Engineer

The Technical Service Engineer acts as the primary technical expert and advisor for the company’s cement and specialty products (S&P) lines. This role focuses on driving demand generation, enhancing brand presence, and engaging stakeholders across various market segments. The engineer provides comprehensive technical support, on-site consultation, and problem-solving services to improve customer satisfaction and project outcomes.

Key Responsibilities

Demand Generation and Brand Building:
Engage with customers, influencers, and channel partners to generate demand and increase brand awareness. This includes visiting construction sites, delivering technical services, and supporting sales activities to promote product usage and meet key performance indicators.

Relationship and Stakeholder Management:
Develop and maintain strong relationships with masons, contractors, engineers, architects, and channel partners. Tailor technical solutions and support services to address the unique needs and challenges of each stakeholder group.

Technical Expertise and Support:
Serve as the go-to technical expert for the company’s cement and S&P product lines. Provide guidance on product selection, application methods, and usage. Offer on-site consultation, troubleshooting, and problem resolution to ensure successful project execution and client satisfaction.

Dealer and Influencer Support:
Work closely with sales teams to manage channel partners, focusing on onboarding new dealers and revitalizing declining ones. Organize workshops, training sessions, and plant visits to educate influencers about product benefits and proper usage.

On-Ground Activation and Engagement:
Lead technical service activities such as canopy events, customer guidance camps, and clinics to boost engagement and support channel partners in the field.

Market Feedback and Product Development:
Collect and relay feedback on product quality and performance from the field. Participate in new product development and process optimization initiatives to contribute to continuous innovation.

Sales Collaboration and Upselling:
Identify opportunities for upselling and cross-selling by leveraging the technical advantages of the product range. Assist the sales team in addressing technical objections and promoting premium products.

Compliance and Standards Adherence:
Ensure 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 for internal teams and customers. Promote knowledge sharing and best practices within the organization to foster continuous learning.

Transparency and Accountability:
Maintain accurate records of technical data and project outcomes. Encourage a culture of openness and accountability by sharing information clearly and establishing transparent processes.

Ethical Standards and Professional Conduct:
Uphold the company’s ethical standards by demonstrating honesty, integrity, and professionalism in all activities.

Organizational and Project Management Skills:
Effectively prioritize tasks and manage multiple projects simultaneously. Adapt to changing priorities with agility and implement best practices to improve workflow and output quality.

Internal Stakeholders: Regional Technical Services Manager, Territory Sales Officer
External Stakeholders: Contractors, Influencers, Customers, Dealers

Required Qualifications

Educational Qualification:
Bachelor’s degree in Civil Engineering.

Work Experience:
2-4 years of experience in technical support or service roles.

Industry Knowledge:
Strong understanding of cement products, their applications, and technical problem-solving techniques.

This role requires a proactive, technically skilled professional capable of bridging the gap between product innovation and customer needs while supporting sales and marketing efforts through expert consultation and relationship management.