RH Tech Cust Solution
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Job Summary
Job Purpose
The Regional Head Technical Services will plan monitor and implement the Technical Services activities in the Region in consultation with RH (Marketing) and guide the team of Territory Technical Services Managers to achieve the regional sales objectives & quality of sales through influencers.
Job Context & Major Challenges
Cement industry which is the backbone of all construction activities is steadily growing. Mergers & acquisitions have led to the consolidation of manufacturing and marketing of this commodity. There is a need to create differentiation to maintain leadership position. UltraTech being the Industry leader with around 20% of market share is poised to grow rapidly in the next 5 years. To resonate with the tag line of Engineers Choice UltraTech has built a very powerful value addition called Tech. Services. With the industrys largest team of civil and mobile concrete labs UltraTech has established extensive customer interface across the country.
The Regional Head Technical Services position is responsible for macro management of Technical Services at the Regional level. The position holder shall be required to provide the aggregated market perspective of the Region competitors activities and lead a team of Depot-level Territory Technical Services Managers. The position holder shall interface with the Manufacturing Units (integrated plants grinding / packing units) & provide market feedback to them interact with influencers & consultants and motivate the team to ensure conversion from competitor brands to UltraTech. The Regional Head Technical Services position shall strive to monitor call cycles analyze the inputs from IT platforms like CLP TFA etc. provide MIS data regularly to Zonal Head Technical Services and support the UBS technical activities (UltraTech & allied products) and brand image building programs.
Key Result Areas
| KRA (Accountabilities) (Max 1325 Characters) | Supporting Actions (Max 1325 Characters) | |
|---|---|---|
| KRA1 | Assistance to Internal Stakeholders and Budgeting | Assistance to Internal Stakeholders (A) Assess the extent of damaged cement and recommend the price for sale based on defined norms (A) Quality verification of Non trade site Budgeting (R) Define the focus area of Technical Services based on the need plan activities and allocate appropriate budget for Depots. |
| KRA10 | Support to UBS and New Building Products and Training | (R) Provide technical support to UBS counters - for cement and allied products (R) Support and promote 360 degrees solution approach to IHB construction by promoting new cement based products of UltraTech (R) Formulate training programs for influencer segments collaboration with external agencies develop competencies of TTSMs and LATFs |
| KRA2 | Call Centre Operations and Competition Mapping | Call Centre Operations (R) Study CSS reports to ascertain level of customer satisfaction (R) Study the reports on MCLs to ascertain its effectiveness Competition Mapping (R) Collect and provide information on competitors products and services to help develop counter action plans; meet dealers and get their feedback on competitors |
| KRA3 | Loyalty Program for the Influencers | (R) Identify and enroll members on IT Platform (CLP) record the off take through dealers / influencers and verify the off take through a robust mechanism (R) Implement the off take based incentives for the loyalty scheme members on regular basis (monthly / half-yearly / yearly based on marketing needs) (R) Plan and conduct engagement programs (small / large group meetings felicitation programs health camps insurance schemes SMS alerts motivational programs like lucky dips etc.) depending on off take based segmentation of influencers |
| KRA4 | Market Development and Demand Generation | (R) Develop rapport with decision makers make technical presentations to Key / Major Customers (RKA) resolve technical issues of Key & RKA (R) Ensure dispensation of the right deliverables to each influencer segment under Masons Builders Contractors Consulting engineers etc. (R) Improve the Lead management mechanism and aim for increase in market share and quantity of sale through conversions (from A & B Category to UltraTech) (R) Increase UltraTech share in government sponsored schemes especially in Rural areas like IAY SSA etc. by collecting information analyzing the potential interacting with the decision makers influencers etc. (R) Promote & support mass housing projects through cement based technologies rural sanitation and precast concrete segments (R) Promote and support construction of concrete roads / white topping (R) Promote cement based construction in IHB segment (through promotion of concrete blocks door / window frames and other concrete products) (R) Organise various Non trade sites leads provided by marketing for discussion about product attributes; conduct product briefing and convert leads into Sale from competitors brands to UltraTech |
| KRA5 | People and Performance Management | (A) Management & Outsourced employees (MLE LATF RME) management (R) Accompany and guide team on critical issues / complaints develop team abilities and assign projects for their overall development |
| KRA6 | Pre and Post Sales Service to IHB Segment | Organise through team: A) Plan site visits explore the needs of customers organize site demonstrations and site training to Masons & Helpers (A) Provide Test Certificates on request to customers (A) Test water quality at site (R) Provide Mobile Concrete Lab Service to the IHB users & Trade segment at various stages of construction testing of materials assistance for good construction practices testing of concrete strength and workability with mobile lab equipments |
| KRA7 | Product Promotion and Brand Equity Improvement | (A) Ensure a participation in exhibitions seminars and conferences (R) Engagement with Technical educational institutions / students pre-employment programs delivering lectures quiz and e-learning programs (R) Interact with senior influencers / other influencers distribute technical literature organize product demos / concrete mix design trials coordinate mobile vans etc. for the purpose of building the brand / recommending UltraTech as the most preferred brand (R) Liaison with government / vocational training programmes at educational institutes like IIT NCCBM CPWD & MES (R) Organize Concrete Day Awards functions Association with Professional bodies Sponsorships to Technical activities (R) Plan and organize Rural market promotion activities (R) Update technical literature on cement concrete & construction in vernacular language deliver talks in various technical forums |
| KRA8 | Product Quality and Complaint Resolution | (A) Attend to critical complaints from customers from the Region guide team of Technical officers to analyze and resolve complaints and provide feedback to customers after attending the complaints (R) Handle customer complaints effectively within targeted complaint resolution time frame (R) Send feedback to Manufacturing Units / Technical Heads for taking corrective action (R) Visit to laboratories of plant and terminals periodically for physical evaluation of product quality with respect to agreed internal norms and identify the need for revising agreed norms if any |
| KRA9 | Sales Promotional Meets through Technical activities | (A) Prepare MIS and reports based on inputs from Regional Offices / Depots (event-wise / cost-wise) analyze and report the findings (R) Ensure the budgeted iOutperform programs / meetings / targets are conducted effectively as per the plan / market requirement (R) Plan & implement feedback mechanism for all activities analyze feedback at Regional & Zonal levels and dynamically re-design the activities to suit market & influencer requirement (R) Plan activities at Zonal Regional and Depot level within the allocated budget as per the market requirement iOutperform objectives for the Mason / IHB / Contractor / Engineer segments |
Required Experience:
Director
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