Technical Service Manager
- Nilai, Negeri Sembilan
- Permanent
- Full-time
- Define and implement the technical services strategy aligned with the company's business objectives and product roadmap.
- Serve as the principal technical advisor on all matters concerning product performance, field applications, and project specifications.
- Collaborate with R&D and Product Management/Sales/Marketing to guide product development and lifecycle enhancements.
- Provide and manage seminars, deminars, product demonstrations for customers and internal employees product launches
- Ensure customer complaints are investigated in a prompt and efficient manner and the findings are reported properly.
- Oversee the delivery of high-quality technical support for clients, consultants, contractors, and internal stakeholders.
- Provide expert-level input on product selection, specification writing, and site-specific technical recommendations.
- Manage site trials, performance validation, and the resolution of complex technical challenges at project locations.
- Evaluate SIKA traded products and benchmark them with products available in the market
- Accurate and regular electronic entry of technical files (reports, site pictures, presentations…) into local system (folders, data bases such as SharePoint), in compliance with the department filing guidelines
- In conjunction with the Regional Sales Managers develop new customers.
- Maintain regular contact with Marketing Department, branch sales staff, major customers and technical associations to keep abreast of market requirements concerning product application and performance.
- Ensure the development and dissemination of accurate and timely technical documentation including TDS, method statements, and application guidelines.
- Establish and monitor KPIs for technical support services, ensuring responsiveness, quality, and customer satisfaction.
- Maintain compliance with national and international construction standards (e.g., ASTM, EN, IS codes).
- Lead, mentor, and develop a high-performing team of technical professionals and field engineers.
- Design and implement structured training programs for internal teams, customers, applicators, and distribution partners.
- Act as a technical thought leader, monitoring emerging technologies, market trends, and competitor activities.
- Translate field intelligence and customer feedback into actionable insights for product improvement and innovation
- Initial assessment of viability of development projects proposed by Sales and Marketing. Coordinate submission of authorized development projects to the Development Manager.
- Supervise and coordinate all technical laboratory work and field test evaluations associated with such approved development projects and new products.
- To ensure the TSD area is maintained and upkeep in terms of housekeeping and EHS requirements.
- Provide safe work environment and ensure safe practices are established and followed.
- Ensure the company incident rate and loss time are reduced continually through promotion of EHS awareness, regular monitoring, provision of safe work environment and resources, and other viable means.
- A Bachelor's degree in Science, Engineering, or related fields is preferred.
- Minimum 10-15 years of experience in technical services or R&D within the construction chemicals industry.
- Strong organizational skills with an ability to manage multiple tasks simultaneously.
- Strong knowledge of refurbishment system, repair systems, waterproofing, and industrial flooring.
- Proven leadership experience with cross-functional teams and technical operations.
- Excellent communication, presentation, and problem-solving skills.
- Willingness to travel for site support, training, and customer engagement.
- Able to work independently and efficiency under minimum supervision.
- Positive attitude and always seek for better improvement.