Job Title: Manager - Technical Services (Construction Chemicals)

Role Purpose:

The Manager - Technical Services is responsible for leading regional technical marketing initiatives to support brand preference, influencer engagement, market development, and customer satisfaction. The role oversees Technical Services Engineers / MACE teams and ensures superior site-level support. drives conversion from competitor brands, and protects Ramco's quality reputation in the market.

Key Responsibilities:

1. Technical Services Operations & Governance:

- Lead and manage regional Technical Services / MACE engineer teams.

- Plan deployment of technical resources for key projects, dealers, and influencers.

- Review service calls, concrete trials, site demonstrations, and technical advisories.

- Ensure structured reporting and closure of customer visits and issues.

- Act as escalation point for critical site complaints and quality concerns.

2. Brand Promotion & Influencer Engagement:

Design and execute technical brand-building programs for:

- Masons

- Contractors

- Engineers

- Builders

- Dealers & counters

- Lead regional demonstration programs and comparative concrete trials.

- Drive specification selling through consultants and institutional customers.

- Support factory / RRDC visits for major customers and influencers.

- Collaborate with Sales & Marketing teams for large meets, launches, and campaigns.

3. Market Development & Conversion Strategy:

- Identify weak markets and formulate turnaround plans.

- Develop influencer profiling frameworks and conversion strategies.

- Coordinate closely with Sales Officers and channel partners for network expansion.

- Track competitor technical practices and develop counter-strategies.

- Support institutional business development and large project acquisition.

4. After-Sales Service Excellence:

Oversee site-level concrete testing programs including:

- Slump cone tests

- Cube compressive strength tests

- Rebound hammer tests

- Set SOPs for site testing, documentation, and reporting.

- Monitor turnaround time for complaint resolution.

- Lead root-cause analysis and corrective / preventive actions with plant QA teams.

- Interface with plants for feedback on product and market performance.

5. Quality Assurance & Customer Satisfaction:

- Act as regional custodian of Ramco's quality image.

- Handle major customer complaints and ensure professional resolution.

- Track complaint trends and initiate systemic improvements.

- Conduct audits of field technical practices and compliance.

- Present quality dashboards to regional leadership.

6. Team Leadership & Capability Building:

- Recruit, coach, and develop Technical Services engineers.

- Conduct regular technical and soft-skill training programs.

- Drive safety, compliance, and ethical market conduct.

- Build a strong technical influencer ecosystem in the region.

7. Planning, MIS & Performance Tracking:

- Prepare annual technical services plans aligned to regional sales goals.

Track KPIs such as:

- Influencer conversions

- Demo programs conducted

- Complaint closure timelines

- Market share movement in focus areas

- Brand preference scores

- Submit structured monthly MIS and reviews.

Qualifications & Experience:

Education:

- B.E./BTech - Civil Engineering (4+ Years Experience)

- Diploma - Civil Engineering (8+ Years Experience)

Experience:

- 8-12 years in the cement / construction materials industry.

- Prior experience in technical services, sales support, or technical marketing roles.

- Proven exposure to managing regional teams and large geographies.

- Strong site-level concrete knowledge and market-facing experience.

Key Competencies:

- Concrete technology & cement application expertise

- Influencer marketing & specification selling

- Market development strategy

- Complaint handling & RCA

- Leadership & coaching

- Stakeholder management

- Analytical & reporting capability

- Communication & presentation skills

Success Metrics:

- Improvement in brand preference among masons / engineers / contractors

- Conversion of key influencers from competitor brands

- Reduction in quality complaints

- Faster complaint closure cycles

- Market share improvement in focus territories

- Capability maturity of Technical Services teams