Lead Customer Technical Services Specialist Verfied

Salary Negotiable Abroad 6 days ago 25-11-2021 7:48:03 AM
This position is based in the Kingdom of Saudi Arabia:
This position has the primary responsibilities of providing leadership and direction to MRC by functioning as the Voice of the Customer to MRC Can/Auto Sheet Value Stream and the Voice of MRC Business to our customers. He should establish cooperative relationships with customers and Maaden Rolling Mill production facilities. The incumbent is responsible to visit assigned customer locations to provide technical service on a routine basis, during product trials, and to support issue investigation. Function as the single point of accountability for all complaints from assigned customer locations. Support metrics for customer satisfaction feedback. Improve operational performance of the Can/Automotive Technical Services team by being aware of the Voice of the Business. The incumbent is responsible to coordinate with Section Head in designing technical visit plan on providing technical support to assigned customers. Ensure all customer issues are satisfactorily resolved utilizing other MRC teams as needed. Work closely with customers to answer technical questions via email, chat or phone and act as a bridge between MRC & Customers and drive improvements in customer relations. He shall recommend policies and procedures amendment to facilitate efficient service delivery. Create and maintain internal client technical documents. Work with operational web, communication and other software systems and research other solutions. Submit report on customer complaints suggesting possible solutions to fix them. Respond to the technical complaints with the support tracking system. Discharge such other functions as assigned by the Management.
Educational Qualifications:
• Bachelor's degree in Metallurgy Engineering or equivalent field with knowledge in metallurgy, materials science/engineering.

Experience:
10 years relevant experience for bachelor’s candidate and 5 years for master’s candidate in an industrial R&D/development environment or working in aluminium or related industry.
Specific experience related to aluminium products for applications Beverage Can or Automotive products would be a distinct advantage.
8 years’ experience in developing metallurgical practices for both heat treatable and non-heat treatable aluminium alloys is a plus."
Experience in Scanning electron microscope (SEM) and Optical Microscope.