Technical Services Specialist

Join our international network of experts. For more than ‎100 years Master
Builders Solutions has offered advanced chemical solutions to construct,
maintain, repair and renovate buildings and structures. Our comprehensive
product portfolio encompasses admixtures to improve the workability and
durability of concrete and products to repair, protect and maintain structures
for longer service life.
Master Builders Solutions is a brand of the MBCC Group, employing more than
‎7,500 people in more than ‎60 countries worldwide. They combine technology with
construction expertise to develop solutions that help our customers to be
successful and provide sustainable construction solutions for everyone.

Job Summary

This position is responsible for technical service support to internal and
external clients including fielding and resolving technical service-related
issues with end customers, providing trouble shooting support and identifying
solutions to support sales/ marketing team, customers and distributors.
Additionally, this position assists in development of training materials,
product manuals and other technical service tools

Responsibilities

MAIN TASKS - DUTIES AND RESPONSIBILITIES:

‎1. Receive work schedule from the QA/AC & Samples Lab Manager / Technical
Manager.
‎2. Handle sample requests from the Sales Team, Marketing and coordinate the
required samples with the Laboratory personnel for processing & update the
status to the requester and Line Manager on timely manner.
‎3. Monitor progress of sample processing and assist in the actual application
in the laboratory.
‎4. Respond to technical service inquiries from customers in a timely fashion
‎5. Efficiently analyze customer issues and provide logical solutions
‎6. Conduct field work and customer visits pertaining to product applications
and quality concerns.
‎7. Attend to product application related Customer Complaints & resolution of
application related product complaints within ‎3 days if any and create reports
for sales responsible.
‎8. Train internal employees and customers via seminars, presentations,
webinars as well as hands-on application
‎9. Provide support for the creation of training materials including webinar,
presentation and video creation
‎10. Log and analyze technical service inquiries and identify trends leading
to early identification and mitigation of emerging issues
‎11. Provide technical assistance to site support & Sales Teams, solve
technical queries on product applications, advise on suitability of product or
recommend a more suitable alternative
‎12. To attend Exhibition and provide necessary support to sales and customer
‎11. Frequent visit to site and see the performance of products and make
proper site visit report
‎12. Coordinate with the Segment Manager regarding field visits as requested
by the sales team.
‎13. Test and trouble-shoot returned items.
‎14. Ensure Update contents of the Technical Support page on the website as
assigned
‎15. Create product manuals, application method statement for the new
products, ensure existing product manuals are up to date.
‎16. Develop product knowledge to serve as a technical resource17. Provide
input on technical service tools that could be beneficial to customers or
employees
‎18. Represent the company at trade events or industry functions as assigned
‎19. Update the technical manager, Sales and marketing management about the
new trend, market requirements, competitors' activities and new products in
the market.
‎20. Support he technical manager and R& D Team for the new product
development.
‎21. Wearing of Personal Protective Equipment's in the performance of his
assigned tasks and be a safety champion and role model.
‎22. Perform other duties as assigned by the immediate superior.
‎23. During annual leave, hand over the duties and responsibilities to a
designated colleague.
‎24. Primary Role: Sales & Technical department
*
Training
*
Manage the trainings for internal Internals & external clients
* Prepare the training requirement, check list
* Request the needed material for the training
* Arrange PPE, gate passes and safety orientation with Fahad
* Support the Sales team in site visit as needed. (this will be always prioritizing) A casual coordination between the sale team and technical department.
* Reports:
* Visit site for complaints & reports (standard form will be created)
* Note: The objective of the report is to resolve the technical issues and satisfy the customer need
* Visit site for mockup, trials & report (standard form will be created)
* Note: The objective has a proactive action in terms of applications
* Monthly status report in regard to his achievements

Education: Education & training required

Education: Education & training required
plus additional time-extensive job-related training including formal
examination (e.g. PhD, BS - MS, MBA)

Working Experience:
* ‎0 - ‎3 years related experience with similar types of applications on construction field

Language skills (level):
* English (Intermediate)
* Arabic (Intermediate)

We are committed to provide an environment of mutual respect and equal
employment opportunities are available to all applicants and teammates without
regard to race, color, religion, national origin, age, physical and mental
disability, marital status, sexual orientation, gender identity, military and
veteran status, and any other characteristic protected by applicable law. MBCC
Group believes that diversity and inclusion among our teammates is critical to
our success as a global company, and we seek to recruit, develop and retain
the most talented people from a diverse candidate pool.
We prefer online applications. If it is not possible for you to apply online,
you can send us your application by post. Please send only copies of your
documents without folders or staples.