Job Description

Department: Sales & Marketing

Position Level: B3 / Manager

Position Summary:

We are looking for a dynamic and energetic individual to join Vulcan Shield Global as a Technical Engineer Manager for Alumina Continuous Fibre Products. The Technical Engineer Manager is responsible for providing technical expertise and support to customers, conducting product testing and evaluation, and ensuring the successful implementation and use of alumina continuous fibre products. This role involves collaborating with cross-functional teams, addressing customer inquiries and concerns, and driving continuous improvement initiatives.

General Responsibilities

Customer Technical Support

• Provide technical support to customers, addressing inquiries, resolving technical issues, and offering guidance on the optimal use and application of alumina continuous fibre products.
• Collaborate closely with customers to understand their specific requirements, challenges, and expectations, and provide customized solutions.
• Supporting customers during use of product including troubleshooting on site issues.
• Develop and implement technical service strategies, objectives, and action plans to support the successful implementation and use of alumina continuous fibre products.

Customer Relationship Management

• Build and maintain strong relationships with key customers, understanding their technical needs and providing timely and effective solutions.
• Conduct regular technical meetings with customers, addressing technical concerns, providing updates on product developments, and identifying opportunities for improvement or expansion.
• Collaborate with the sales team to identify potential technical service contract opportunities and support contract negotiations.
• Requests and oversight of Generation of data relating to customer projects to help drive innovation and growth.

Product Testing and Evaluation

• Liaise with Lab to provide required testing for customers on time.
• Develop and oversee product testing and evaluation protocols to ensure product quality, performance, and compliance with industry standards.
• Assist in selection of key technical/lab equipment, drive company standards through implementing global best practices.
• Collaborate with the R&D team to assess and validate product improvements, new formulations, and application developments.
• Analyse and interpret test results, providing recommendations for product enhancements and resolving technical issues. .

Cross-Functional Collaboration

• Collaborate with cross-functional teams, including R&D, production, sales, and marketing, to ensure effective communication and coordination.
• Provide technical input and support during the product development and commercialization processes.
• Collaborate with the sales team to address technical inquiries, support customer visits, and provide technical expertise for sales presentations.
• Feel comfortable with Proactive customer technical engagement as technical market strength and industry leader.
• Experience of cross-cultural communication and working in a global team based accross different time zones..

Continous Improvement

• Monitor industry trends, technological advancements, and competitive landscape related to alumina continuous fibre products and provide recommendations for improvement.
• Identify opportunities for process optimization, product enhancements, and cost reduction.
• Implement and drive continuous improvement initiatives within the technical service department, ensuring efficient processes and enhanced customer experience.

Education

Bachelor’s or master’s degree in Material or Application Engineer or a related field.

Experience

Minimum 8 years of relevant working experience in product specialist role.
Proven experience in technical service roles, preferably within the commissioning or materials industry, with a focus on continuous fibres.
Excellent problem-solving and analytical skills, with the ability to troubleshoot technical issues and provide effective solutions.
Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to diverse audiences.
Customer-focused mindset with a commitment to delivering exceptional technical support.
Strong project management and organizational skills, with the ability to manage multiple priorities and meet deadlines.
Understanding of commissioning, manufacturing processes and technical aspects of alumina continuous fibre products is a plus. With the below international technical support experience preferred

• Alumina Fiber
• U-Silica Fiber
• Glass Fiber
• Quartz Fiber
• Aluminosilicate Fiber
• Mullite Fiber
• Carbon Fiber
• Silica Carbide (SiC) Fiber
• Zirconia Fiber
• Ceramic Fiber

Mobility/Travel

Yes, when business requires.

Language

Good spoken and written English and French.

Competency Requirements

• Communication Skills and Customer Service
  Able to communicate effectively and confidently with employees and other internal stakeholders. Possess a mindset to provide excellent customer service to all external clients.
• Technical Knowledge
  Strong understanding of Technical Engineer principles, strategies, and tactics.
• VSG Values
  Is committed to VSG values for driving best work culture in the team.