Role Summary

- Proactive and technically skilled professionals with experience in technical assistance and customer handling within the manufacturing sector.
- The role acts as a critical link between Sales, Customers, and Plant/Production Teams, ensuring smooth communication, resolution of customer concerns, and transparent understanding of product specifications and performance.
- Product specifications effective communication to sales and customer.
- Bring customer valid feedback for process improvement and drive within CFT members for analysis and improvements.
- Customer complaint statistical analysis and reporting till corrective action planning and execution.

Key responsibilities and activities include, but is not limited to:

1. Customer Communication and Feedback:

- Handle Customer Complaint Forms (CCF) according to agreed protocols.
- Plan visit to site based on customer concern and validate the same as per product specifications and agreements.
- Collect important information during visit and communicate to plant team for further analysis.

2. Customer-Specific Responsibilities:

- Address and integrate customer-specific requirements.
- Handle requirements related to customer and Material Test Certificates (MTC) / Certificates of Conformance (COC).




- During new business and product development review customer QAP and share input for finalization of technical requirements.

3. Customer-Audits:

- Participation in site audits performed by customers and coordinate for technical assessments.
- Assess gaps and prepare roadmap to close the same

4. Key activities associated:

- Handle customer queries, complaints, and technical concerns efficiently
- Coordinate with plant teams for root cause analysis and corrective actions
- Act as a bridge between Sales, Customers, and Manufacturing teams
- Develop strong knowledge of product specifications and processes
- Explain product performance and limitations to customers
- Represent customer expectations within plant discussions
- Prepare technical reports and documentation

Preferred candidate profile

The candidate will serve as a customer representative within the plant team and a process expert for sales and customers, enabling effective communication, issue resolution, and technical alignment.

Skills & Experience Essential

- 4-7 years in technical support to sales / marketing team or customer service team
- Industry type : Building Materials / Panels / Construction Materials / Automobile industries / Glass industries / Ceramic industries

Education: Diploma / B.E. Mechanical
Languages: English, Hindi
Other: Comfortable with frequent travel Domestic / Export

📌 Technical Customer Support Executive (Gujarat)
🏢 Roxul Rockwool India
📍 Gujarat