Lead Customer Technical Service Specialist

SUMMARY:
Our client in Saudi Arabia is looking for a Lead Customer Technical Service Specialist to join their team.

POSITION INFO:
Job Description

• This position has the primary responsibilities of providing leadership and direction to MRC by functioning as the Voice of the Customer to MRC Can/Auto Sheet Value Stream and the Voice of MRC Business to our customers.
• He should establish cooperative relationships with customers and Maaden Rolling Mill production facilities.
• The incumbent is responsible to visit assigned customer locations to provide technical service on a routine basis, during product trials, and to support issue investigation.
• Function as the single point of accountability for all complaints from assigned customer locations.
• Support metrics for customer satisfaction feedback.
• Improve operational performance of the Can/Automotive Technical Services team by being aware of the Voice of the Business.

• Report, Investigate and monitor near misses / incidents in area of control, conduct and participate in all activities relating removal of hazards in your work area.  
• Provide an open means by which subordinates / sub-contractors can communicate safety concerns, when possible action the items and when not ensure these are passed to personnel / sections for further actions. 
• Assist with the continual improvement of the Quality System by implementing and participating in process improvement initiatives in relative areas.  
• Responsible for providing field technical services to can production plants in a specific geographic region to achieve maximum customer satisfaction   
• Develop effective and respectable relationship with the plant personnel that allows for open and honest communication during times of harmony and times of contention   
• Provide MRC with adequate market intelligence around customer activities, growth, local market conditions, customer’s customer, competition etc   
• Work in full cooperation with MRC sales, solutions centers, technical, productions centers and customer service to present a full team approach to the customers 
• Design, lead and execute joint cost saving projects at the customer locations   
• Maintain team measureable for Voice of the customer (VOC), Voice of the Business (VOB), safety, project work etc  
• Ensure allocated customer accounts have their complaints finalised within 20 days from receiving samples. This includes corrective action and claim settlements  
• Ensure full through understanding is gained of MRC processes from cast house to pack line  
• Quickly and fairly manage quality claim issues to satisfaction of both the customer and MRC

• Bachelor''s degree in Metallurgy Engineering or equivalent field with knowledge in metallurgy, materials science/engineering.
• 10 years relevant experience for bachelor’s candidate and 5 years for master’s candidate in an industrial R&D/development environment or working in aluminium or related industry.   
• 8 years’ experience in developing metallurgical practices for both heat treatable and non-heat treatable aluminium alloys is a plus."  
• Specific experience related to aluminium products for applications Beverage Can or Automotive products would be a distinct advantage.   
• Experience in Scanning electron microscope (SEM) and Optical Microscope.  
• Thorough understanding of materials development and production techniques as it relates to aluminium sheet production.

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