JOB DESCRIPTION

Job Role: Team Lead - Technical Services

SECTION I: BASIC INFORMATION ABOUT THE JOB ROLE

Job Role Variant: Team Lead - Technical Services

Manager Job Position: Business Lead - Technical Services

Value Stream: Product & Technology

Job Family: Technical Services

Sub-Job Family: Technical Services

SECTION II: PURPOSE OF THE ROLE

To lead execution of end-to-end technical services support to customers on product related queries / concerns & plants on grade optimization within defined timeline, quality and customer service standards and guidelines aligned to RIL's overall goals and objectives

SECTION III: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE

Responsibilities

Policies, Processes and Procedures

• Assist in formulation of Technical Services plan and ensure day-to-day execution of activities in line with function standards & regulations
• Implement new initiatives/projects as per the established policies, procedures and guidelines to meet the future demands
• Provide inputs for improvement of Technical Services processes, specifications and best practices

Technical Services Support & Customer Complaints Resolution

• Support in standardizing technical services support for defined product groups to customers, users as per established processes, procedures and guidelines
• Collaborate with Regions/Customer to understand the customer issues & with respective manufacturers' sites on grade under complaints
• Troubleshoot technical issues for customers within set timelines and seek feedback on quality of resolutions to enhance overall customer experience
• Assist in delivering a positive and value add experience for customers in every interaction
• Participate in monthly/ quarterly review of all customer complaints with respective product group and & technical manager
• Provide support for long term projects for to grade development in line with set standards and objectives to optimize product performance
• Release of product specifications as per downstream application to manufacturing plant for new product & control the product specifications of running products.

Product Feedback & Improvement

• Share inputs on product modification or introduction of new grade product in the market in line with overall goals & objectives
• Interact with customers on understanding usage of company's grades/product for existing or new applications
• Benchmark the existing grades/product vis-s-vis competitors grades and conduct quarterly visits to sites for review of site specific grade/product performance
• Provide actionable recommendations to product groups and plants on areas of improvement in grade development, empathizing on optimizing performance and identifying cost reduction options
• Conduct gap analysis in product technical service support highlighting current state, future state, customer needs, best practices, market demands and competition

Product Awareness Programs

• Participate in the end-use specific exhibitions & conferences to strengthen company's market position
• Create communication tools like brochures, AVs, product sales kits for different products
• Arrange training programs for technical team for end-use specific development as per set objectives and goals
• Coordinate with / guide product groups on regulatory issues like third party certifications
• Liaise with technical institutes for project work/testing as per plan
• Stay updated with industry trends and new product development processes, procedures and guidelines

People Management

• Participate in recruitment activities & ensure retention/engagement of own team
• Set performance objectives of own team, evaluate/appraise team members and provide regular feedback & guidance
• Guide, mentor and develop own team to take larger and complex responsibilities
• Evaluate training and development requirements for own team and make recommendation for learning interventions

SECTION V: SUCCESS METRICS

• Technical service support efficiency rate
• TAT for query resolution
• Customer satisfaction index
• Complaint resolution timelines
• Grade performance score

SECTION VI: OPERATING NETWORK

Internal: Business team, Sales/Marketing team, Business Development team, R&D/RTG team, Manufacturing/Quality team, other business teams etc.

External: Customers, Technology licensor, Additive suppliers, Machine Manufacturers, Regulatory Officers, Technical Institutes, etc.

SECTION VII: KNOWLEDGE AND COMPETENCIES

Education Qualifications

• B.E./B.Tech (Polymer/Chemical/Textile/Mechanical); MBA desirable

Experience (Must Have & Good to Have)

• 6 to 11 years of experience in similar domain

SECTION VIII: CAREER MOVEMENTS

Feeder Roles:

• Team Member - Technical Services

Possible Next Role Movement:

• Business Lead - Technical Services