RH Tech Cust Solution

Job description

**Job Purpose** The Regional Head Technical Services will plan, monitor and implement the Technical Services activities in the Region, in consultation with RH (Marketing) and guide the team of Territory Technical Services Managers to achieve the regional sales objectives & quality of sales through influencers. **Job Context & Major Challenges** Cement industry, which is the backbone of all construction activities, is steadily growing. Mergers & acquisitions have led to the consolidation of manufacturing and marketing of this commodity. There is a need to create differentiation to maintain leadership position. UltraTech being the Industry leader, with around 20% of market share is poised to grow rapidly in the next 5 years. To resonate with the tag line of `Engineers Choice', UltraTech has built a very powerful value addition called Tech. Services. With the industry's largest team of civil and mobile concrete labs, UltraTech has established extensive customer interface across the country. The Regional Head Technical Services position is responsible for macro management of Technical Services at the Regional level. The position holder shall be required to provide the aggregated market perspective of the Region, competitors' activities and lead a team of Depot-level Territory Technical Services Managers. The position holder shall interface with the Manufacturing Units (integrated plants, grinding / packing units) & provide market feedback to them, interact with influencers & consultants, and motivate the team to ensure conversion from competitor brands to UltraTech. The Regional Head Technical Services position shall strive to monitor call cycles, analyze the inputs from IT platforms like CLP, TFA etc., provide MIS data regularly to Zonal Head Technical Services, and support the UBS technical activities (UltraTech & allied products) and brand image building programs. **Key Result Areas** **KRA (Accountabilities) (Max 1325 Characters)** **Supporting Actions (Max 1325 Characters)** KRA1 Assistance to Internal Stakeholders and Budgeting Assistance to Internal Stakeholders - (A) Assess the extent of damaged cement and recommend the price for sale, based on defined norms - (A) Quality verification of Non trade site Budgeting - (R) Define the focus area of Technical Services based on the need, plan activities and allocate appropriate budget for Depots. KRA10 Support to UBS and New Building Products and Training - (R) Provide technical support to UBS counters - for cement and allied products - (R) Support and promote 360 degrees solution approach to IHB construction by promoting new cement based products of UltraTech - (R) Formulate training programs for influencer segments, collaboration with external agencies, develop competencies of TTSMs and LATFs KRA2 Call Centre Operations and Competition Mapping Call Centre Operations - (R) Study CSS reports to ascertain level of customer satisfaction - (R) Study the reports on MCLs to ascertain its effectiveness Competition Mapping - (R) Collect and provide information on competitors’ products and services to help develop counter action plans; meet dealers and get their feedback on competitors KRA3 Loyalty Program for the Influencers - (R) Identify and enroll members on IT Platform (CLP), record the off take through dealers / influencers and verify the off take through a robust mechanism - (R) Implement the off take based incentives for the loyalty scheme members on regular basis (monthly / half-yearly / yearly based on marketing needs) - (R) Plan and conduct engagement programs (small / large group meetings, felicitation programs, health camps, insurance schemes, SMS alerts, motivational programs like lucky dips etc.) depending on off take based segmentation of influencers KRA4 Market Development and Demand Generation - (R) Develop rapport with decision makers, make technical presentations to Key / Major Customers (RKA), resolve technical issues of Key & RKA - (R) Ensure dispensation of the right deliverables to each influencer segment under Masons, Builders, Contractors, Consulting engineers etc. - (R) Improve the Lead management mechanism and aim for increase in market share and quantity of sale through conversions (from A & B Category to UltraTech) - (R) Increase UltraTech share in government sponsored schemes, especially in Rural areas like IAY, SSA etc. by collecting information, analyzing the potential, interacting with the decision makers, influencers etc. - (R) Promote & support mass housing projects through cement based technologies, rural sanitation and precast concrete segments - (R) Promote and support construction of concrete roads / white topping - (R) Promote cement based construction in IHB segment (through promotion of concrete blocks, door / window frames and other concrete products) - (R) Organise various Non trade sites leads provided by marketing for discussion about product attributes; conduct product briefing and convert leads into Sale, from competitors' brands to UltraTech KRA5 People and Performance Management - (A) Management & Outsourced employees (MLE, LATF, RME) management - (R) Accompany and guide team on critical issues / complaints, develop team abilities and assign projects for their overall development KRA6 Pre and Post Sales Service to IHB Segment Organise through team: - A) Plan site visits, explore the needs of customers, organize site demonstrations and site training to Masons & Helpers - (A) Provide Test Certificates on request to customers - (A) Test water quality at site - (R) Provide Mobile Concrete Lab Service to the IHB users & Trade segment at various stages of construction, testing of materials, assistance for good construction practices, testing of concrete strength and workability with mobile lab equipments KRA7 Product Promotion and Brand Equity Improvement - (A) Ensure a participation in exhibitions, seminars a