Technical Support Manager

The Company

Imerys is the world’s leading supplier of mineral-based specialty solutions for the industry with €3.8 billion in revenue and 13,700 employees in 54 countries in 2023. The Group offers high value-added and functional solutions to a wide range of industries and fast-growing markets such as solutions for the energy transition and sustainable construction, as well as natural solutions for consumer goods. Imerys draws on its understanding of applications, technological knowledge, and expertise in material science to deliver solutions which contribute essential properties to customers’ products and their performance. As part of its commitment to responsible development, Imerys promotes environmentally friendly products and processes in addition to supporting its customers in their decarbonization efforts.

The Position

Technical Support Manager

Job Summary

Job Title: Technical Support Manager

Location: Home based with 40% travel (domestic & international)

As a technical support manager, for your perimeter, your role is to:

• Support technically all commercial activities pre and post sales, in particular sell existing products and solutions from a technical standpoint, technical support to customers, complaints investigation, product benchmarking

• Act as an ambassador on technical side, representing the company externally as expert in customer events

JOB SCOPE

Technical Sales

• Participate in client discussions for technical sales on identified opportunities by the Sales Manager

• Support the development process of the customer along the opportunity process until final application 

• Lift customers' technical objections along the opportunity process

Customer innovation

• Identify unmet technical needs of customers and therefore potential new products/ solutions

• Translate performance requirements into product specification requirements

• Act as link between customers and R&D/Operations on new product development

• Manage qualification process at customers for new products

Management of significant customer quality issues

• Respond to customers on significant quality issues and analyze causes and possible solutions

• Liaise with operations/ quality managers on solution identification and implementation

Acting as expert internally and externally

• Manage technical training of sales/ marketing people on his/ her area of expertise

• Act as technical ambassador for his/ her area of expertise in external communication (customer technical training, participation in external knowledge sharing fairs & conferences) 

• Build a network among the customers’ technical community

EDUCATION AND EXPERIENCE REQUIREMENTS

• Bachelor’s Degree in Chemistry, Material Science, Civil engineering or Business-related field OR

• Minimum of 3 years equivalent experience including hydraulic binders, mortars, building chemistry applications & drymix mortars formulations 

• Customer oriented, enable to build up strong relationship internally & externally

• Good Communication & Strong organizational skills, a self-starter

• Flexibility, resilience, pro-activity, autonomous and motivation

• Interest in working in dynamic groups - team player

• Ability to use common