Job Description

JOB DESCRIPTION Job Role: Team Member - Technical Services SECTION I: BASIC INFORMATION ABOUT THE JOB ROLE Job Role Variant: Team Member - Technical Services Manager Job Position: Team Lead - Technical Services Value Stream: Product & Technology Job Family: Technical Services Sub-Job Family: Technical Services SECTION II: PURPOSE OF THE ROLE To drive on ground technical services customer support on product related queries / concerns and conduct necessary activities such as sample analysis, trials and benchmarking for grade optimization and development, and additive optimization/evaluation within defined timeline, quality, customer service standards and guidelines aligned to RIL\'s overall goals and objectives SECTION III: KEY RESPONSIBILITIES AND ACCOUNTABILITIES OF THE ROLE Responsibilities Technical Services Support & Customer Complaints Resolution - Coordinate with regional teams and customers to gain a comprehensive understanding of customer issues in order provide timely resolutions and enhance customer satisfaction - Collaborate with the product team to address concerns related to specific product grades to ensure the continuous improvement and enhancement of product quality - Partner with regional teams and respective product teams to coordinate customer trials and gather feedback - Effectively communicate with customers to provide information about the existing portfolio of products and advise appropriate usage of grades/product while highting the benefits and advantages - Drive the replacement of indegenous and imported grades/products with existing grades/products for better value creation - Promote the use of plastics in agricultural sectors and engage in plasticultural development activities, including organizing meetings, educating farmers, and communicating with government bodies - Provide support to agricultural product manufacturers and government bodies in the development and establishment of products aimed at increasing crop productivity or addressing traditional and current challenges Product Improvement - Support in new grade development / grade improvement activities by in house material evaluation / testing & trials - Carry out trials of new grades, modified lots to get customer approval & provide feedback to Product Application & Research Centre Team (PARC) -Collaborate with regional teams to collect competitor grades/product for in-house evaluation and testing - Participate in benchmarking studies and comparative trials to assess the performance of our own grades/products compared to those of other producers, and recommend improvement measures - Monitor and track end-use market trends, providing valuable feedback for grade/product development initiatives - Provide in-house support for the evaluation and testing of additives, as well as optimization studies to enhance product performance - Provide feedback to product groups and plants on areas of improvement, additive performance optimization, cost reduction options for grade/product development - Support preparation of application notes/promotion literature to promote the products effectively and drive business growth - Facilitate training programs for technical team for end-use specific development as per set objectives and goals - Participate in review/finalization of BIS/ISO standards to promote the company\'s products & to coordinate/guide regularoty officers in ISO/REACH compliance - Participate in Bureau of Indian Standards (BIS) activities in order to stay updated with the latest industry practices, network with peers, and contribute to overall growth Policies, Processes and Procedures - Conduct day to day activities & follow all relevant policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner - Keep self abreast with leading practices & market trends and contribute to the identification of continuous improvement of systems, processes and procedures to aid in successful execution of technical services activities SECTION IV: SUCCESS METRICS (TOP 3-5 KPIs) 1.No. of customer visits 2.No. of grade/product developed / improvised / established 3.No. of customer complaint resolved 4.No. of benchmarking & projects done 5.Customer satisfaction index 6.Complaint resolution timelines SECTION V: 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 VI: KNOWLEDGE AND COMPETENCIES Education Qualifications - B.E./B.Tech (Polymer/Chemical/Textile/Mechanical); MBA desirable Experience (Must Have and Good to Have) - 0-4 years of relevant work experience SECTION VII: CAREER MOVEMENTS Possible Next Role Movement: Team Lead - Technical Services

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