Technical Customer Support Executive

Roxul Rockwool India; Dahej; On-site; INR 500,000 - 800,000; Full time

Job summary

Roxul Rockwool India seeks a technically skilled professional to act as a key liaison between Sales, Customers and Plant teams, ensuring clear communication of product specifications and timely resolution of concerns.

The role emphasizes handling customer feedback, audits, and regulatory documentation with frequent site visits and cross-functional collaboration to improve product quality and customer satisfaction. 4–7 years in technical support and a Diploma/BE in Mechanical preferred.

Qualifications

• 4-7 years in technical support to sales / marketing team or customer service team.
• Industry type: Building Materials / Panels / Construction Materials / Automobile industries / Glass industries / Ceramic industries.

Responsibilities

• Handle Customer Complaint Forms (CCF) according to agreed protocols.
• Plan site visits based on customer concern and validate per product specifications and agreements.
• Collect information during visits and communicate to plant team for further analysis.
• Address and integrate customer-specific requirements.
• Handle requirements related to MTC / Certificates of Conformance (COC).
• Review customer QAP during new business and product development.
• Participate in site audits performed by customers and coordinate for technical assessments.
• Assess gaps and prepare roadmap to close them.
• Handle queries, complaints, and technical concerns; coordinate root-cause analysis and corrective actions.
• Bridge between Sales, Customers, and Manufacturing teams; develop knowledge of product specs and processes.

Skills

4-7 years in technical support toSales

English

Hindi

Education

Diploma / B.E. Mechanical

Job description

Role Summary

• Proactive and technically skilled professionals with experience in technical assistance and customer handling within the manufacturing sector.
• The role acts as a critical link between Sales, Customers, and Plant/Production Teams, ensuring smooth communication, resolution of customer concerns, and clear understanding of product specifications and performance.
• Product specifications effective communication to sales and customer.
• Bring customer valid feedback for process improvement and drive within CFT members for analysis and improvements.
• Customer complaint statistical analysis and reporting till corrective action planning and execution.

Key responsibilities and activities include, but is not limited to:

1. Customer Communication and Feedback:

• Handle Customer Complaint Forms (CCF) according to agreed protocols.
• Plan visit to site based on customer concern and validate the same as per product specifications and agreements.
• Collect important information during visit and communicate to plant team for further analysis.

2. Customer-Specific Responsibilities:

• Address and integrate customer-specific requirements.
• Handle requirements related to customer and Material Test Certificates (MTC) / Certificates of Conformance (COC).
• During new business and product development review customer QAP and share input for finalization of technical requirements.

3. Customer-Audits:

• Participation in site audits performed by customers and coordinate for technical assessments.
• Assess gaps and prepare roadmap to close the same

4. Key activities associated:

• Handle customer queries, complaints, and technical concerns efficiently
• Coordinate with plant teams for root cause analysis and corrective actions
• Act as a bridge between Sales, Customers, and Manufacturing teams
• Develop strong knowledge of product specifications and processes
• Explain product performance and limitations to customers
• Represent customer expectations within plant discussions
• Prepare technical reports and documentation

Preferred candidate profile

The candidate will serve as a customer representative within the plant team and a process expert for sales and customers, enabling effective communication, issue resolution, and technical alignment.

Skills & Experience Essential

• 4-7 years in technical support to sales / marketing team or customer service team
• Industry type : Building Materials / Panels / Construction Materials / Automobile industries / Glass industries / Ceramic industries

Education:

Diploma / B.E. Mechanical

Languages:

English, Hindi

Other:

Comfortable with frequent travel Domestic / Export