Tech Rep Flexibles

Job Purpose

The purpose of the role is:

• To lead Hindalcosproduct co-development initiatives in Flexible packaging business with key customers
• To drive & establish Hindalcostechnical services as a key differentiator
• Tolead the qualification trials at customer for new products/ existing products with new customer
• Toown & drive resolution of product and quality issues that may arise with customers
• Tolead innovation & product development inline with macro industry changes in flexible packaging

Key Result Areas/Accountabilities:

Key Result Areas/Accountabilities

Supporting Actions

1. Lead New Product Development & Qualification

• Lead & support the customer product qualification processes
• Lead product development cycle to ensure timely qualification and start of commercial supplies. Communicate accurate impact of delays and escalate where required to keep projects on track.
• Cross-functional collaboration - Work closely with R&D Plant operations and quality teams on both sides to ensurethe product development and qualificationare aligned with the customer expectations.

1. Lead technical discussions

• Strengthen efforts of Sales team for technical discussion for the successful on-boarding of customers
• Serve as the primary technical point of contact for customers addressing their inquiries concerns and technical support needs
• Collaborate with plant personnel to troubleshoot technical issues and implement appropriate solutions.

1. Drive Customer Centricity

• Build strong understanding of the Customers manufacturing technologies & process for effective technical support.
• Drive Integration of customer product requirements into the Hindalcos manufacturing processes and quality inspection methods.
• Focus on reducing incidents/complaints effective complaint management through Route Cause Analysis (RCA) and Corrective & Preventive Action (CAPA).
• Drive Customer Satisfaction secure Quarterly feedback scores communicate to the business monitor & ensure implementation of corrective actions.
• Foster strong relationships with key stakeholders including plant personnel and customers.
• Engage in regular communication and feedback sessions to strengthen the partnership between the organization and customers.
• Act as a bridge between customers and internal teams to ensure a seamless flow of information.

1. Owning Customer Experience through complain resolution

• Drive prompt resolution of customer complaints through effective coordination with cross-functional teams
• Guide customers in their product development or technical know-how journeys.
• Lead timely & effective closure of customer complaints

1. VOC / Training & Support

• Communicate VOC to Plant & marketing team
• Training sales team members for technical aspects

1. MIS & Reporting

• Sharing of key developments and actionable areas post customer visit
• Maintain and records number of incidents/customers complaints and their impact
• Analyses along with Plant Team on resolution of sticky issues.