Lead Customer Technical Service Specialist

We are looking to hire a Lead Customer Technical Service Specialist for our client in KSA.

This position has the primary responsibilities of providing leadership and direction to the company by functioning as the Voice of the Customer and the Voice of the company Business to our customers. He should establish cooperative relationships with customers and 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 the 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 a technical visit plan on providing technical support to assigned customers. Ensure all customer issues are satisfactorily resolved to utilize other teams as needed. Work closely with customers to answer technical questions via email, chat, or phone and act as a bridge between the company & Customers and drive improvements in customer relations. He shall recommend policies and procedure amendments 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 a report on customer complaints suggesting possible solutions to fix them. Respond to technical complaints with the support tracking system. Discharge such other functions as assigned by the Management.

Environment, Health, and Safety:

• Wear required PPE and follow safe work practices at all times.
• Report, Investigate and monitor near misses/incidents in the area of control, and conduct and participate in all activities relating removal of hazards in your work area.
• Assist with the identification of hazards arising from activities in the work area, ensuring that all are communicated to relevant personnel in order to maintain a hazard-free work area.
• Actively participate in the implementation of the company Safety Policy by example and communication with subordinates.

• Provide an open means by which subordinates / sub-contractors can communicate safety concerns, when possible action the items, and when not ensure these are passed to personnel/sections for further actions.

• Identify and evaluate potential / existing safety problems, suggest solutions, and recommend suitable corrective measures.

Environment System Responsibilities:

• Report all processes or other incidents that may cause Environmental harm to the relevant personnel, regardless of severity.
• Follow all Governmental and Company rules and management directives, regulations, and policies that relate to Environmental control and the meeting of division missions and objectives.
• Follow the procedures and instructions related to EHS Management Systems within the scope of the work area.
• Assist with the identification and evaluation of existing and potential Significant & Environmental Aspects within the workplace.
• Ensure that any roles and responsibilities identified in the EHS Management Systems responsibility matrix are fully understood.

Technology & Quality Responsibilities:

• Ensure the Company's Quality System is complied with.
• Assist with the continual improvement of the Quality System by implementing and participating in process improvement initiatives in relative areas.
• Suggest solutions and recommend suitable corrective measures for quality issues faced.
• Follow all Governmental and Company rules and management directives, regulations, and policies that relate to health, safety, and the meeting of departmental missions and objectives.

Core Duties & Responsibilities:

• Responsible for providing field technical services to can production plants in a specific geographic region to achieve maximum customer satisfaction
• Visiting customer locations to understand customer requirements, and specifications, resolve issues, provide proactive support, attend trials, etc.
• Provide effective two-way communication between the company and the customer production facilities
• Develop an effective and respectable relationship with the plant personnel that allows for open and honest communication during times of harmony and times of contention
• Quickly and fairly manage quality claim issues to satisfaction of both the customer and the company
• Provide the company with adequate market intelligence around customer activities, growth, local market conditions, customers customer, competition, etc.
• Work in full cooperation with the company sales, solutions centers, technical, productions centers, and customer service to present a full team approach to the customers
• Design, lead and execute joint cost-saving projects at the customer locations
• Maintain team measurable for Voice of the customer (VOC), Voice of the Business (VOB), safety, project work, etc.
• Ensure allocated customer accounts have their complaints finalized within 20 days of receiving samples. This includes corrective action and claim settlements
• Ensure a full thorough understanding is gained of the company processes from cast house to pack line.

Educational Qualifications:

• Bachelor's degree in Metallurgy Engineering or equivalent field with knowledge in metallurgy, materials science/engineering.

Experience:

• 10 years relevant experience for a bachelor's candidate and 5 years for a master's candidate in an industrial R&D/development environment or working in aluminum or a related industry.

• Specific experience related to aluminum products for applications in 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 aluminum alloys is a plus."

• Experience in Scanning electron microscopes (SEM) and Optical microscopes.

• Thorough understanding of material's chemistry and properties as it relates to Aluminum

• Thorough understanding of materials development and production techniques as it relates to aluminum sheet production.

Skills:

• The successful candidate will have excellent English verbal and writing skills.

• Ability to effectively operate in a multicultural work environment.

• Conversant with the use of Computer, e.g.: Microsoft Office, for data / Statistical Analysis.

• Should be capable of doing statistical analysis in Minitab.