Technical Field Service Manager, North

The position will achieve profit/ loss result in accordance with the business plan, including targets and budgets for profitability, return on investment, credit control and other operational measures for which this position has accountability.
*Key Job Responsibilities
Reporting to the Country Manager, the position holder's main responsibilities are:
Customer Support & On Site Technical service
• Visit Strategic direct account, Distributor's customer and/or Prospects account in SFDC and Distributor's Prospects. (as agreed with Sales Teams on identity and frequency) to identify their service requirements and provide assistance to solve problems related to lubrication, develop training programs/workshops, customer specific programs
• Provide technical support and developing solutions for product/application problems of customers.
• Investigate customer complaints related to product quality/integrity, carrying out root cause analysis and following up on required remedial action and recommendation
• Provide support in the implementation of programs such as oil - Best In Class Program, monitoring, failure analysis and lube surveys
*Product Line Management
• Evaluate market requirements for new technology and product upgrades, in close coordination with the Sales Team, Global & Regional Technology Teams and arranging for the introduction of same
• Work closely with the Sales team supporting processes such as product sunset, product introduction, product upgrades, product reformulation & local product benchmarking
• Liaise with OEMs (Original Equipment Manufacturer) and corporate technology centre to develop tailor-made products to meet individual OEM requirements, recommend products with appropriate approval or performance requirement for tender bidding and conduct field trial to demonstrate the superior performance of our product
*Technical Knowledge
• Provide technical training support via development of tailor-made technical training program, translation of corporate training material and deliver internal and external technical training
• Special focus on training & development of capability with the sales team & Indirect Channel partners / distributors
• Ensure incumbent and team stay up to date with latest technical developments and OEM requirements by reviewing publications, listings, periodicals and by networking with relevant industry contacts
• Monitor international changes to product specifications and manufacturers requirements to ensure product line meets market requirements.
*Supporting the Sales and other departments
• Work with Sales colleagues and Commercial & Industrial Distributor to win new business from competition by providing input to tender proposals, visiting prospective customers & conducting technical programs/presentations
• Identify and recommend products/solutions to meet specific requirements of potential customers
• Investigate complaints, analyze samples, research and determine recommendations for corrective action in the role of "Product Integrity Coordinator"
• Provide technical support to supply chain & marketing on the development and translation of product labels, quality system maintenance, products and materials sourcing, formulation optimization, product development and product registration with Government Regulator