Senior Technical Support Engineer

Lead and oversee the delivery of technical services across Cement, Dry Mortar, Concrete Blocks, Ready-Mix Concrete, and other concrete products. Ensure the effective implementation of technical support services by enhancing product performance, developing innovative applications, resolving technical challenges, and promoting best practices across customer operations.

Provide value-added technical services and Level 2 (L2) support to distributors, industrial customers, builders, and internal stakeholders by managing technical complaints, optimizing product performance, supporting new product development, and driving customer satisfaction. Collaborate closely with Sales, Operations, Quality, and Product Development teams to strengthen market competitiveness and business growth.

• Supporting customers to evaluate the cementitious, cement and concrete manufacturing process, implementation and equipment for conforming standards
• Answering customer technical concerns related to cementitious, cement and concrete
• Assisting in concrete design and trial mixes at customer’s site and RM plant Labs to optimize mix-design for different requirements
• Providing support to customer to define concrete quality issues & solutions through site visits and lab tests
• Identifying and addressing technical challenges

• Work closely with the Operations team and external engineering consultants to develop new green, sustainable, and low CO2 products, as well as enhancing existing products to align with market demands

• Ensure that the quality of Dry mortar, EC Blocks and Concrete produced with EC Clinker/Cement complies with industry standards and fulfills customer expectations

• Deliver technical training and educational sessions for customers, customer’s end users and internal teams
• Organize and conduct technical seminars for engineers and engineering consultants in the concrete business industry
• Participating in related industry summits, conferences & webinars

• Address and resolve customers' technical issues, concerns, and complaints related to product quality or performance by identifying the root cause and implementing corrective and preventive actions

• Analyzing market trends and customer quality concerns feedback (NPS, CSAT, market surveys) to uncover opportunities for product enhancement and innovation

• Prepare technical documentation, reports, quality assurance certificates, material safety data sheets (MSDS) and technical data sheets (TDS) related to product usage and performance

• Collaborate closely with the Sales and Operations teams to align technical support with business objectives
• Develop and coordinate customer visit agendas to ensure effective technical support and relationship building

• Bachelor’s degree Materials Science or Civil Engineering
• Master’s degree Business Administration - MBA (Preferred)

• Minimum of 10-15 years of experience in the concrete Ready-mix industry or similar operations, with a strong background in technical service support, quality control, product optimization and failure & prevention analysis

• Concrete technology and concrete field testing
• Concrete blocks manufacture process
• Customer Service experience
• Training and Lecturing experience
• Green products / Co2 emissions / Decarbonization