Technical Services Lead

About Us:

Birla Carbon is one of the largest manufacturers and suppliers of high-quality carbon black additives globally, and a flagship business of the US$ ~67 billion Aditya Birla Group. With the vision to be the most respected, dynamic and sustainable global carbon black business, our Leadership strives every day to ensure that we are an effective partner to our customers, developing and delivering product consistently and responsibly for your needs.

With a history of innovation, Birla Carbon has also concentrated on Research & Development to ensure the company retains its flexibility to accommodate custom solutions and shifting industry demands.

Making Products Stronger, Lighter and Longer Lasting

We provide a complete portfolio of products across ASTM grades and specialty blacks to meet the specific end requirements across rubber, plastics, coatings, inks and niche industries globally. Our key brands include Birla Carbon, Raven® and Conductex®. The Global Manufacturing presence with significant production capabilities and supply capability, ensures regular and uninterrupted availability of consistent quality products for our customers. These include leading brands and companies across tire, rubber, plastic, ink and paint industries globally.

Job Purpose:

Identifying customer requirement, offering solutions and coordination to ensure total customer satisfaction. To meet regional budgeted sales through resolving technical issues in association with plant and quality team. To support market development along with sales team of Birla Carbon.

Sales being one of the most important driving forces of any organization plays a crucial role in key strategic process and management of carbon black business. The various functions of this Department are understanding the customer needs and offer solutions, customer segmentation, sales strategy, sales tactics and plan, implement value proposition, negotiation, customer relationship, customer and new product development, customer retention and planning along with sales of Carbon Black products.

Challenges: To maintain technical relation with customers in the competitive scenario to edge over the competition. Providing technical training to distributor and their team.

Key Result Areas:

• Keep abreast with latest development on carbon black Attend the conferences to gather knowledge. Identify scope of developing new grades with basic objective of adding value and to contribute to better product management. Assimilate the analysis data for assisting unit operation departments to produce new /improved grade. Evaluate performance of newly developed grade at premises of identified customer/s.
• Support Sales Dept. for Business Development in order to monitor technical developments in marketplace by testing samples from market and educate the unit manufacturing team. Meet customers to evaluate and analyze their requirements. Submit the suitable sample for approval as and when requested by Sales Dept. Provide technical guidance to plant for selection of material prior to dispatches and for taking critical technical decision whenever required. Prompt response to technical queries.
• Prepare the compiled specification list of customers &update as & Study, analyze, customers’ requirements and suitably when required. Communicate the customer specific requirement to communicate to plant for meeting such requirement to enhance Production & Warehouse departments through Contract Review to customer satisfaction level. Arrange internal training/awareness program to share the information regarding customer need. Collate the customer related data for review in Customer service meeting.
• Help concerned internal departments to analyze the complaint and manufacturing team (Quality, Production and Warehouse) for suggest proper corrective action. Run verification exercise to resolving technical issues. Examine the effectiveness of the corrective action by a organizing a Cross Functional Team (CFT) meeting to ascertain the closure and effectiveness of the corrective action. Visit & meet customers to understand customer problem related to complaint. Communicate with customer to provide technical assistance as per requirement. Suggest the customer for use of alternate product.
• To explore the scope of creating new customer or generate customers / creating opportunity to deliver additional volume in additional volume in prevailing market and redressal of queries prevailing market segments subject to availability of material. Received from interested customers. Arranging sample approval / Developing new application segment commensurate with R&D field trial through co-ordination with sales team and functional heads and plant team at plant location. Refer the matter to respective account holder for price negotiation and finalization of deal. To get appraise about the requirement and potential of new application segments. To assess plant capability to address new requirement and get involve during development of new grade. Undertaking sample approval/ field trial prior to price negotiation and finalization of deal by Sales team.