Customer Technical Support Manager, Primary foundry aluminium alloys

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 PFA to support PFA (primary foundry aluminium alloy) customers globally with pre and after-sale technical advice and to promote and support Rusal’s products and services.

Position responsibilities

1. Provide pre-sale technical support to customers (consult consumer on the range, selection of product characteristics based on the application and downstream process).
2. Assist (where applicable and requested) on downstream optimization.
3. Lead training activities both in-house and at the customer’s premises.
4. Identify original customer requirements including requirements to produce, i.e. the process route, product specification, and any miscellaneous customer requirements.
5. Liase with other TCSM’s, Product Managers, PFA Global Product Leader and seniors within the Sales Organisation to drive continuous improvement activities
6. Lead product qualifications on customer side, including transportation and logistics requirements working closely with Rusal’s Sales and Logistics Team. Obtain customer feedback on trials and circulate it within Rusal.
7. Initiate and participate in technical and quality improvement actions, communicate results to customers. Provide regular after-sale advice to customers on downstream processes optimization.
8. Be first technical contact 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.
9. Ensure all allocated customer claims are settled to the satisfaction of both the customer and the company.
10. Ensure needs of the customers are balanced with the needs of the company
11. Identify market trends and expectations towards quality, the application and processing methods. Communicate to relevant stakeholders.
12. 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 (focus on PFA). 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 wrought and foundry alloys from primary and secondary metal. Tempers and alloy designations where needed. Cast details defects and prevention.
• English - advanced.
• Must be able to travel to frequently to customers locations

Location of the role: Dubai, UAE.

Reporting to Technical Sales and product management Department Director.