Job Title:

Assistant Manager - Technical Services

 

Department:

Industry

 

Reports To:

National Head - Technical Services

 

Company Profile:

Sika is a specialty chemicals company with a leading position in the development and production of systems and products for bonding, sealing, damping, reinforcing and protecting in the building sector and motor vehicle industry. Sika has subsidiaries in 101 countries around the world and manufactures in over 200 factories. Its more than 19,500 employees generated annual sales of CHF 7.09 billion in 2018.

 

Job Summary:

  • The position exists to provide technical support to Industrial Sealing & Bonding products sold into Industrial market India. The employee should demonstrate abilities to offer solution to customer queries, organize process to develop response to customer complaints. Participate in routine review meetings with customers along with sales team. Ultimate goal is to ensure customer satisfaction through effective service by following Sika standards.
 
Duties and Responsibilities:
  • Support function to provide solutions to all customer queries & complaints through technical service.
  • Development of process & conduction analysis of process adopted by customer for usage of Sika products & recommend best methods.
  • To provide training to stakeholders in customer premises who directly or indirectly use Sika products.
  • Training to customers on use of Sika products. Participating in product test / trials process in customer premises.
  • The delivery & implementation of effective communications with customer quality / process / R& D heads on Sika products.
  • Leading problem solving efforts through Sika methods & standards.
  • Working closely with internal & external contacts, in conjunction with sales team to get Sika products qualified and technically approved in prospective markets / customers.
  • Proactively seeking information on customer’s needs, technology trends, and communicating with the internal team members to develop action plan.
  • Expanding the use of existing products with current & potential customers by providing proactive inputs to sales team.
  • Establishing effective professional relationships with key stakeholders in customer premises & creating positive image of Sika’s technical support capabilities.
  • Conducting product tests in laboratory in Sika India.
  • Maintain, protect & preserve all reports, communications sent and received from customer on Sika products & process as a record to present if necessary in any future discussions.
  • Follow the training calendar as per supervisor’s guidance.
 
Additional Responsibility:
  • Support in System Engineering (Adhesive Pumping system) to all Market Fields.
  • Support customers with market oriented standardized processes for the use of application equipment. Ideally this goes along with making available standard guidelines for dedicated dispense systems.
  • Work out individual process solutions for key accounts and key projects. Develop dispense systems with selected partners. Coordinate with Corporate System Engineering as well as regional System Engineering Dpts. And support locally.
  • Develop and keep our application know-how on a highest level through a professional cooperation with application equipment suppliers and develop Sika specific adaptions according to the process need in customer environment.
  • Show equipment influence between application technology ↔ Sika-products make this know-how available for R&D, TS and customers.
 
Qualifications / Experience:
  • Preferred - BE-Polymers, Chemical or BSc, MSc
  • Minimum 5 years’ experience in customer support, technical service in relevant market field for performance chemicals, Adhesive dispensing equipment.
  • Familiarity within the Adhesive equipment, Performance Chemical, Polymers, Elastomers, Adhesives, Sealant in industrial markets in a must.
  • Previous experience of technical service in Adhesive Dispensing Equipment, Adhesive Application.
  • Able to undertake extensive travelling.
 
Competencies:
  • Drive for results and quality oriented
  • Excellent communication skills
  • Strong team player
  • Ability to deal with complexity and manage ambiguity
  • Pro-active, persuasive and flexible attitude
  • Excellent written and speaking command on English and National language
  • Adaptable to extensive travelling