Customer Technical Service Representative

Job description / Role

JOB PURPOSE:
Provide technical service and product application support for company’s product line. Be in constant touch with customers, offering solutions and help to upgrade product performance by suggesting and working alongside in their production units. Support customers on issues related to grade selection, product development, processing techniques and end product performance with good communication skills. Resolution of quality complaints thru’ analyzing the nature of complaint and trouble –shooting at customers end.

KEY RESULT AREA:
- Monitoring the development of new applications of the product grades as well as development of new grades for existing applications and new ones.
- Organizing customer conferences on product promotion and concept selling on new applications.
- Managing new products segment identification, trails and evaluation.
- Maintain technical liaison between customers, Sales & Marketing, quality and production.
- Investigating and verifying complaints at customer’s end through trails.
- Coordinating with plant, QC/QA, marketing for status, resolution of complaints.
- Overseeing timely settlement of Quality complaints.
- Resolving technical queries and complains on polymer products covering all sectors.

The job holders performs the duties of customers quality complaints resolution thru’ analyzing the nature of complaint, cause of complaint, conducting processing trails at customers end to establish the genuineness of the complaints and recommendations. Obtains technical feedback from the customers on the ‘ADVANCED’ products/grades, competitor’s grades and coordinates with QA/QC, plant for improvements on product performance, grade modification, coordinating with marketing, production quality and customers for improvements in products performance and technical services.

Requirements

- BS / MS Degree in polymer science / Technology.
- Minimum 5 to 12 years’ experience in petrochemical industry preferably polymers manufacturing.
- Or, 5 to 12 years’ experience in R&D Center particularly on Polymers and Plastics.

SKILLS:
- Familiar with polymer processing techniques, quality aspects, trouble shooting, product / grade development aspects.
- Computer literacy MS Office (word, excel, PowerPoint etc.)
- Capable to work in SAP.
- Breasted with the new developments taking place in polymer materials machine, technology thru’ technical magazines, journals, periodicals and attending seminars and exhibitions.
- The problem situation requires a wide range of analytical, interpretative and conceptual thinking, and a significant degree of judgement that requires application of acquired knowledge and experience.
- The job holder needs to have customer interface, trouble shooting, problem-solving and product development skills.
- Customer Service 
- Technical Support 
- Customer Satisfaction 
- Communication, Networking 
- Customer Support
- Problem Solving  
- Quality Control,  Client  Quality Assurance.

About the Company

ADVANCED was established as a joint stock company in the Kingdom of Saudi Arabia on 27th Shaban 1426H (Corresponding to 1 October 2005) to develop an integrated propane Dehydrogenation and Polypropylene complex in Jubail Industrial City comprising an area of 650,000 m2. The company produces 450,000 tons per annum of polypropylene. The company is utilizing proven technologies provided by ABB Lumus and Novolen Technology Holdings (NTH). The products are marketed locally and globally through approved partners with high quality packaging materials.