Customer Technical Support

JJ Plastalloy Pvt Ltd · India

Position: Customer Technical Services (CTS) Engineer – North India

Department: Technical Services

Location: Delhi/NCR

About the Role

The Customer Technical Services (CTS) Engineer will be responsible for providing comprehensive technical support to customers across the automotive and non-automotive segments in North India. The role involves supporting customer trials, product validation, application development, troubleshooting processing issues, and ensuring successful product approvals. The incumbent will work closely with Sales, R&D, Production, Quality, and customers to deliver technical solutions that enhance customer satisfaction and drive business growth.

Responsibilities

Customer Technical Support:

• Provide on-site and remote technical support to customers for processing, application development, and troubleshooting.
• Conduct customer visits to understand processing challenges and recommend suitable material solutions.
• Support customers during machine trials, product development, and production scaleup activities.
• Assist customers in optimizing processing parameters to achieve desired product performance.

Customer Trials & Product Validation:

• Plan, coordinate, and execute customer trials for new and existing products.
• Monitor trial performance and document observations, process parameters, and outcomes.
• Ensure successful product validation and customer approvals.
• Coordinate trial schedules with customers, Sales, Production, and R&D teams.

Application Development:

• Collaborate with customers to develop customized material solutions for automotive and non-automotive applications.
• Support new application development for segments such as Automotive, Electrical & Electronics, Home Appliances, Consumer Durables, Furniture, Industrial, and Packaging.
• Recommend product modifications based on customer requirements and processing conditions.

Product Approvals & Certifications:

• Drive customer product qualification and approval processes.
• Prepare technical documentation required for customer approvals.
• Coordinate with Quality Assurance and R&D to address customer technical queries.
• Ensure compliance with customer specifications and industry standards.

Cross-Functional Coordination:

• Work closely with the Sales team to provide technical support during customer meetings and new business development.
• Coordinate with R&D for product improvements and customized developments.
• Liaise with Manufacturing and Quality teams to ensure consistent product performance.
• Support new product launches and commercial implementation.

Complaint Handling & Troubleshooting:

• Investigate customer complaints related to product performance and processing.
• Conduct root cause analysis in collaboration with internal teams.
• Recommend corrective and preventive actions (CAPA).
• Prepare technical investigation reports and ensure timely closure of customer concerns.

Documentation & Reporting:

• Prepare detailed customer visit reports, trial reports, and technical presentations.
• Maintain records of application developments, customer feedback, and technical approvals.
• Submit periodic activity reports and update CRM systems as required.

Training & Technical Knowledge Sharing

• Conduct product and application training sessions for customers and internal sales teams.
• Stay updated with the latest polymer technologies, processing techniques, and industry trends.
• Support technical seminars, exhibitions, and customer awareness programs.

Qualifications

• B.E./B.Tech in Polymer Engineering, Plastics Engineering, Chemical Engineering, Mechanical Engineering, or a related discipline.
• Master's degree in Polymer Science or Plastics Technology will be an added advantage.

Skill Requirement:

Technical Competencies

• Strong understanding of polymer compounds, masterbatches, and plastic processing.
• Knowledge of injection moulding, extrusion, blow moulding, and related processing technologies.
• Familiarity with automotive material standards and approval processes.
• Product troubleshooting and root cause analysis.
• Application development and process optimization.
• Technical report preparation and documentation.

Behavioral Competencies

• Strong analytical and problem-solving skills.
• Excellent communication and presentation abilities.
• Customer-focused approach.
• Ability to work independently and collaboratively with cross-functional teams.
• Strong planning, coordination, and time management skills.
• Willingness to travel extensively across North India.

Preferred Skills

Candidates from the following industries will be preferred:

• Plastic Compounds
• Masterbatches
• Polymer Manufacturing
• Engineering Plastics
• Automotive Components
• Plastic Processing Industry
• Specialty Polymer Solutions

Travel Requirement: Extensive travel across North India for customer visits, trials, technical support, and application development.