Technical Support Engineers

Job Description:

📌 Job Title: Technical Support Engineer

Location: Mumbai,Gujarat
Department: Technical Services / Application Engineering
Reporting To: Technical Support Manager
Industry: Construction Chemicals / Building Materials
Employment Type: Full-Time

🧭 Role Objective

To provide on-site and off-site technical support for company products by ensuring correct application, troubleshooting issues, supporting sales and projects, and maintaining high levels of customer satisfaction through technical excellence.

🔧 Key Responsibilities

🔹 Site Technical Support

• Visit project sites to support product application, trials, mock-ups, and demonstrations.
• Guide contractors and applicators on correct application methods, dosages, surface preparation, and curing.
• Identify site-related issues and provide practical technical solutions.

 🔹 Troubleshooting & Complaint Handling

• Handle technical complaints related to product performance, application errors, or site conditions.
• Conduct root cause analysis (RCA) and recommend corrective and preventive actions.
• Prepare technical visit and complaint closure reports.

 🔹 Sales & Project Support

• Support the sales team during pre-sales discussions, technical presentations, and customer meetings.
• Assist in product selection, system recommendations, and technical submittals.
• Participate in project approvals and specification meetings.

🔹 Training & Knowledge Sharing

• Conduct basic technical training for applicators, contractors, channel partners, and internal sales teams.
• Assist in developing application guidelines, SOPs, and technical documentation.
• Support certification and skill development initiatives for applicators.

 🔹 Quality & Process Compliance

• Ensure applications follow company SOPs and quality standards.
• Coordinate with QA / R&D teams for product trials and validations.
• Ensure compliance with relevant IS / ASTM standards.

 🔹 Documentation & Reporting

• Maintain accurate records of site visits, trials, demos, and customer interactions.
• Submit daily/weekly technical MIS reports.
• Share regular market and site feedback with the technical and product teams.

🎓 Qualification & Experience

• Education:
• Diploma / B.E. / B.Tech in Civil Engineering / Chemical Engineering
• Experience:
• 1–5 years of experience in technical support / site execution / application engineering
• Experience in construction chemicals / building materials preferred

🛠️ Key Skills & Competencies

• Sound knowledge of construction materials and site practices
• Good problem-solving and analytical skills
• Strong communication and interpersonal abilities
• Ability to explain technical concepts in simple terms
• Willingness to travel extensively to project sites
• Basic computer skills (MS Office, reporting)

📊 KPIs / Success Metrics

• Timely closure of technical complaints
• Reduction in repeat application failures
• Effectiveness of site support and demos
• Sales and project team feedback
• Customer satisfaction levels