Technical Support Director

Job location:
Zhangjiagang, China
Created moment:
May 6, 2022
Job reference:
REQ - 05854

The Company

The world leader in mineral-based specialty solutions for industry, with over 16,000 employees and over 200 sites worldwide, Imerys delivers high value-added, functional solutions to diversified set of industrial sectors, from processing industries to consumer goods. The Group draws on its knowledge of applications, technological expertise and its material science know-how to deliver solutions based on beneficiation of its mineral resources, synthetic minerals and formulations. These contribute essential properties to customers’ products and performance, including refractoriness, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and repellency. Imerys is determined to develop responsibly, in particular by fostering the emergence of environmentally-friendly products and processes.

If you want to grow your skills and develop your career, find out more at www.imerys.com

The Position

Technical Support Director

Job Summary

Mission

Manage a team of technical support, and provide technical support to the sales team.

Responsibilities

1. Technical sales and customer development

  • Participate in key clients' discussions for technical sales and lead full process for those large accounts/ opportunities (opportunities identification, trial management, qualification process) and measure success of opportunities pursued

  • Selected key accounts to define technical strategy with the customer and coordinate all technical efforts 

  • Allocate Customer Application Engineers to the different accounts/ opportunities in his/ her perimeter,  provide full support to sales team

  • Direct link to Sales team commercial KPI, collaboration with sales to develop new customers and increase the shares in current customers

 

2. Customer Innovation and products improvement 

  • Supervise portfolio of opportunities in his/ her perimeter and allocate Customer Application Engineers against portfolio

  • Lead Technical Service team get feedback from customers or sales for products performance and drive improvement of ideation with R&D team and contribute on the products improvement or innovation  (including but not limited to motivation, providing directions, regular feedback, conflict management)

  •  Analyze performance of developments by customer trials 

  • Improved products or new products launching in the market and customers

            

3. Management of  customer quality issues

  • Directly manage issues with large accounts if necessary (customer interaction, solutions identification and implementation)

  • Monitor occurrence of quality issues, root cause analysis, develop and implement corrective plans with QA, QC and relevant teams 

  • Together with team to lead quality contiesouly improvement  

 4. Competitor’s products and market new trend monitor

  • Sensitivity of new products and new technology in market, timely collect the information and samples for R&D further developing 

  • Closely follow up core products performance from major competitors  in customers’ site, and work with sales and R&D team, adjust  the technical strategy to customers 

5. Team Management

  • Set up technical team and working process 

  • Provide daily direction and communication to employees so that duties are performed in a timely, efficient and knowledgeable manner

  • Manage a team of Technical Service people in terms of recruitment, training, allocation, discipline, performance and career development and day-to-day operations

  • Ensure application of "best practice" Technical Service practices and processes

  • Strong daily cooperation with sales, R&D and  installation teams

6. Technical training and keynote in forums 

  • Design technical training both for internal employees and external customers by requested

  • Make Keynote speech in exhibition and technical forums 

7. Corporate company to fulfill the tasks related to ISO ISO 9001:2008 and ISO 14001:2004, including but not limited to communicating company environment information, make related action plans and follow it up.

8. To do continuous improvement by being the local champion of the I-cube team and making a positive contribution to the projects implemented at the site led by the Country manager.

9. Other tasks assigned by the line manager.

Profile/Competencies

 

Education, background, level of experience

  • Master degree or above in refractory, non-metallic inorganic material, or materials science.

  • More than 15 years of working experience in technical support and application function of refractory.

  • More than 10 years of working experience in leading a team.

  • Knowledge of refractory material properties

  • Familiarity with processes and implementing processing improvement.

  • Familiarity with relevant analytical tools.

  • Good knowledge/ skill of Continuous Improvement and tools/standards: Process mapping, PDCA, 5S, visual management, meeting review system,and so on.

  • Initiative, self-motivation, results-oriented, team player, good communication skill.

  • Good leadership qualities, with ability to create very good relations to coworkers. To us, good leadership means the ability to enthusiasm and inspire coworkers.  To create energy and pace is crucial. A clear vision and to be present are other important qualities we value, in order to lead and develop the country.

  • Ability to cooperate with other teams , in China and in the rest of the world. 

  • Ability to work in matrix organization.

  • Capacity to build frameworks and structure the processes.

  • Good ability on understanding and judgment.

  • Fluent in English & Chinese, both written and spoken.

Position Type

Full time

and

Fixed Term (Fixed Term)

Only technical issues will be monitored through the below inbox:

recruiting.support@ imerys.com

PLEASE DO NOT SUBMIT RESUMES OR APPLICATIONS TO THIS EMAIL, AS THEY WILL NOT BE REVIEWED. 

To ensure fairness and legal compliance in our recruitment processes, only applications received through the online application process will be considered. 

IMERYS is an Affirmative Action and Equal Opportunity Employer and it is our policy to not discriminate against any employee or applicant for employment because of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, veteran status, or any other status protected by federal, state or local laws.