Technical Support Manager

Job location:
Home Based - United States
Created moment:
May 14, 2024
Job reference:
REQ - 08241

The Company


The world’s leading supplier of mineral-based specialty solutions for industry with 14,000 employees, operations in more than 40 countries, and €4.3 billion in revenue in 2022.
Imerys delivers high-value-added, functional solutions to a great number of sectors, from processing industries to consumer goods. The Group draws on its understanding of applications, technological knowledge and expertise in material science to deliver solutions by beneficiating its mineral resources, synthetic minerals and formulations. Imerys’ solutions contribute essential properties to customers’ products and their performance, including heat resistance, hardness, conductivity, opacity, durability, purity, lightness, filtration, absorption and water 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 Manager

Job Summary

As a Technical Support Manager, for your area, your role is to:

  • Facilitate business growth through technical training of customers, contractors and specifies

  • Act as a technical ambassador, representing the company externally as an expert by participating in university networks, standardization committees, customer events, trade shows and supplier visits.

  • Support technically all commercial activities pre and post sales, in particular;

  • complaints investigation and resolution

  • product benchmarking

  • technical lobbying to market stakeholders (standards, academics and owners)

  • innovation

CUSTOMER FOCUS:

  • Voice of the customers from job site feedback, exclusive sessions and technical seminars

  • Expand applicator network 

  • Complaints management

TECHNICAL SUPPORT:

  • Support sales function to realize sales opportunities

  • Specification writing and communication to customers

  • Develop competent contractor network in your area

  • Local ad hoc testing within a laboratory environment

  • Products: Calcium Aluminates and other Imerys construction minerals

  • Geographical zones: North and South America

  • % of travel time: 40 - 50%

KEY TASKS AND RESPONSIBILITIES

Health and Safety Objectives

  • Ensure compliance with company safety rules and contribute to preventive measures, to achieve our safety  objectives

Technical Sales

  • Work closely with the sales manager to support the customer throughout the project, including technical after sales support 

  • Participate in client discussions for technical sales on identified opportunities 

  • Resolve customers' technical objections at any stage during the project

  • Promote sales through specification selling together with the Sales Manager

  • Identify technical opportunities with existing products to optimize value proposition

  • Identify the correct opportunities for organic growth through technical discussions, act as project manager for  large technical development projects as required, in collaboration with the S&T team

  • Upon request by marketing, perform benchmarking analysis of Imerys and competitors’ products, alternative  technologies and new commercial products from customers, to support structuring of product offering and  positioning, as well as pricing activities.

Customer innovation

  • Identify and report on unmet technical needs of customers and potential new products/solutions ∙ Translate performance requirements into product specification

  • Act as link between customers and S&T/Operations on new product development

  • Assist S&T with new product trials

  • Support customer site trials

  • Manage customer qualification process for new products

Customer quality issues

  • Assist the quality department when responding to customers on quality issues

  • Liaise with operations/quality managers on solution identification and implementation

  • Acting as expert internally and externally

  • Manage technical training of sales/ marketing personnel on area/s of expertise

  • Act as technical ambassador for areas of expertise in external communication (customer technical training,  participation in external knowledge sharing, fairs & conferences, standardization committee, etc.) 

  • Build a network among the customers’ and industries technical community

Education/Experience Requirements:

  • Bachelor’s Degree in Engineering plus 5 years experience or Material Sciences or related field equivalent experience (10 years)

  • Home based in US

  • Ability to use common IT tools (Excel, Word, Web tools)

  • Salesforce would be an advantage

  • Experience in Hydraulic binders, Building chemistry applications & drymix mortars formulations a plus

  • Formulation know how and additives knowledge is a plus

  • Cement, mortar technical background is a plus

Position Type

Full time

and

Permanent

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.