Head TS & Applications Expert-Copper Marketing JB 8

Job Purpose

The Technical Services Head at Copper Business acts as National Technical Copper Solutioning responsible for providing tactical and strategic technical support and services to clients, ensuring the effective and efficient resolution of technical issues at Customer end for downstream Copper Rod products through superior level of customer delight, ensure customer satisfaction and delight by timely complaint resolution with timely feedback.
In Copper Business, this role acts as National Tech Head managing all three zones, and directly involved with Strategic role in Customer Value Management, driving new business development according to market demand and partnering for new Customer acquisition with peer Regional Sales Teams.

Job Context & Major Challenges

Birla Copper, a leading company in the domestic copper market in India, has consistently maintained a market share of 60% and an impressive Net Promoter Score (NPS) of 7.5. This achievement reflects the high level of customer satisfaction and loyalty towards the brand. However, the company is facing a new challenge as competition intensifies in the market, with potential loss of customers due to increased competition necessitates a proactive approach to secure its market position and sustain its outstanding NPS. In response to these challenges, the company has recognized the importance of empowering its sales force with the right tools and techniques to excel in the evolving market landscape.
Total Rod producing capacity includes single location largest Smelter at Dahej with 2 CCR, 1 RBD and acquired plant at Asoj of CCR - Total Capacity of 520 KTAdditionally, the shortage in demand is met by Tolling facilities and Conversion Business of Imported Custom Cathodes.The other Downstream expansions are for Inner Group Tubes at Vadodara and Cu- Mg and Cu- Ag Alloys currently being explored at Bhiwadi and Dahej respectively. This will be further supported by Recycling set up at Dahej from PCB. The business focus is on strengthening Domestic market share, combat competition from Adani, Vedanta, and other Imports and explore into Downstream applications. Birla Copper needs to protect its premium earning capacity through improved Quality and Service orientation. This will be delivered through product innovation and superior service in domestic markets. The business will be realigned eventually into application verticals as strong focus on key product/application segments and a deeper understanding of product markets would be key to securing dominant market share and profitable growth in the domestic and export markets. The Technical Services team would need to partner with Sales and Business Development teams:1. To bring in utmost customer, product and market Focus and enhance customer continuity.2. Quicker resolution of technical issues by acting as bridge between Customer and Operations teams at plant3. Increased presence and partnering at Customer shop floor.4. Improve the NPS and other parameters important to Employer Branding5. The incumbents will need to analyze and understand the trends and ensure that the organization is prepared to service the customers well ahead of its competitors.6. Furthermore, a crucial aspect of the role is to involve staying updated with market trends and demands and utilizing this information to contribute to new product development. 7. Collaborating with the research and development team to provide valuable insights into required modifications or enhancements to meet customer expectations.8. Analyzing feedback, and using the insights gained to propose changes or improvements to enhance customer satisfaction levels. 9. Additionally, ensuring consistent delivery of high-quality products utmost importance and work closely with the quality control team to monitor and evaluate the manufacturing process, identifying potential areas for improvement and implementing necessary changes to maintain a consistent level of product excellence. The Technical Services Head at National Rod Sales in Copper has a multi-dimensional role in role in maintaining strong relationships with customers by addressing their concerns, developing innovative solutions based on market demands, ensuring customer satisfaction, and providing technical expertise for a seamless experience with our Copper Downstream products.

Key Result Areas KRA (Accountabilities) (Max 1325 Characters) Supporting Actions (Max 1325 Characters) KRA1 1) Knowledge of Application of Copper Downstream Strong knowledge of Downstream Copper Applications is required - Automotive, Housing, Railways, Consumer Durables, Power, Defense and Industrial sector. Continuous upgradation of self and team knowledge on various products and applications. KRA2 2) On time resolution of complaints Investigating customer-related complaints and ensuring closure of the complaints as quickly as possible. As per the timeline chart of customer. Negotiating effectively and finding the win-win solution to problems. Closure of the complaint. KRA24 8) Inter departmental activities Collaborating with multiple departments to propose and implement solutions to customer challenges. Working closely with manufacturing team to ensure best quality product. Continuously looking for opportunities for department-wide process improvements and making recommendations to management. Keeping management informed on patterns and trends of department activities that could impact the final product quality and customers product as well. KRA25 9) Documentation Ensure documentation for common technical issues and solutions by the team. Develop process standardization to approach similar issues with different Customers. Develop and update knowledge base articles for internal and external use. Be part of Audit Committee for Process and System Issues. KRA3 3)Technical Interactions with Customer Preparing and reviewing of monthly customer visit schedule at all locations (North, West & South zones) Co-ordinating with the marketing & plant operations team for successful completion of visit plan and compliance. Collaborate with plant personnel to troubleshoot technical issues and implement appropriate solutions. Conduct regular inspections and audits to identify potential problems and recommend preventive measures. Incorporating changes to products or services to fulfil customer needs and expectations. Proactively solicit feedback, ask clarifying questions and resolve issues in a non-confrontational way. KRA4 4)Customer centricity Regularly reviewing CRM & Mission Happiness and sustaining of Net Promoted Score to maintain the customer centricity & CSI (Customer satisfaction index). Reviewing of Voice of Customers, customer visit report, MOMs of the customer visits for technical requirements. Working towards resolving the technical issues faced by the customer with respect to the applications. Preparing standardized process for reducing TAT (Turn Around Time). Establishing rapport and developing meaningful relationships with your customers and voice Regular Interacting with existing and potential customers over the phone and email in a professional and enthusiastic manner. KRA5 5) Customer Value Management & New Product Development Understand Customer Processes, Study Industry Best practices. Consultative - Advice Customers to bring in Process Reengineering, best practices to improve acceptability of our products and reduce the Quality rejects. Partner with Customers in special projects, which along with our Business Development Cell would lead to new product development, innovative solutioning and hence lead to Business Development KRA6 6) Research and Collaboration with R&D Researching, developing, implementing, and monitoring the possible new product developments as per applications and customer requirements. Collaborate with external institutes, Business Development, R&D and Quality teams. Strategic planning at Central level with Head of Sales for Strategic partnerships KRA7 7) People development and Engagement Monitoring and improving performance of team members to perform effectively. Ensuring required quality training for customers applications, marketing, and commercial teams with respect to finished downstream products. Ability to perform as part of a team and work independently to schedule and prioritize work.