Customer Technical Support Manager, Aluminium Wire rod and aluminium extrusion billets

Company background

United Company RUSAL is one of the world’s largest aluminium producers and the biggest low carbon aluminium producer. We are looking for a technical expert in Aluminium wire rod & billet downstream to support our customers globally (with focus on Turkey) with pre and after-sale technical advice and to promote and support Rusal’s products and services.

Purpose of the role:

To identify the customers’ requirements thus ensuring that fundamental quality is built into Rusal’s products, process and systems, support customers with selection of RUSAL’s products matching with customer needs.

Position responsibilities

1. Provide pre-sale and product selection guidance to the customer. Consult the consumer on the requirement, range, selection of product characteristics based upon the application and further downstream process and ensure the requirements are adequately reflected in the commercial offer & product requirements.
   
2. Provide downstream optimization of the consumer’s plant, equipment, process or end use, with the target of increased satisfaction in RUSAL’s product and maintaining a competitive advantage.
   
3. Lead training activities both in-house and at the customer’s premises within the scope of their expertise and engaging RUSAL technical assistance where necessary.
   
4. Lead product qualifications in the relevant markets, including transportation and logistics requirements working closely with Rusal’s Sales and Logistics Team. Obtain customer feedback on trial and pre-trial lots and circulate within Rusal using the reporting methods appropriate.
5. Liase with other TCSM’s, Product Managers, Global Product Director billets and wire rod, and seniors within the Sales Organisation to drive continuous improvement activities
6. Ensure all allocated customer claims are settled to the satisfaction of both the customer and the company.
7. Ensure needs of the customers are balanced with the needs of the company
8. Initiate and participate in technical and quality improvement programs, communicate results to customers. Provide regular after-sale advice or service to customers including regular reporting, production statistics and quality reports.
   
9. Be first line response for customers on quality issues and claims. This would include a prompt visit to customer, timely communication to stakeholders (PM, AD, QMD and Sales). Following up with the internal and external customer on corrective actions and claim management.
   
10. Identify ‘value in use’ - market trends, product performance expectations or developments which will retain future business and returning clients.
    This could include quality, the application and processing methods. Communicate to relevant stakeholders.
    
11. Support sales and marketing activities through participation in industry exhibitions, conferences, and seminars in the region and abroad when required.

Requirements:

Minimum Bachelor’s Degree in Engineering, Metallurgy preferred.

• Min 5 years of production experience (Wire rod and extrusion). Quality Assurance and Quality Management Systems experience. (TQM Preferred). Min 3 years of customers technical support experience.
• Knowledge of casting processes, main downstream processes, quality assurance practices, analytical methods. International quality standards.
• Metallurgical knowledge: Fundamentals of Metallurgical science, Casting of Aluminium from primary and secondary metal. Tempers and alloy designations where needed. Cast details defects and prevention.
• English - advanced. Turkish – advantage.
• Must be able to travel frequently to customers locations

Location of the role: Dubai, UAE.

Reporting to Technical Sales and product management Department head.