Job Description

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? Job Title: Manager- Technical Support
Specialization: Tile Adhesives, Waterproofing & Epoxy Systems
Location: Mumbai
Department: Technical Services
Reporting To: DGM - Technical support
Industry: Construction Chemicals
Employment Type: Full-Time
? Role Objective
To lead and deliver advanced technical support and application excellence for Tile Adhesives, Waterproofing systems, and Epoxy-based products, ensuring correct product selection, flawless on-site execution, failure prevention, and strong technical confidence among customers, consultants, applicators, and internal teams--thereby enabling business growth and brand credibility.
? Key Responsibilities
? Technical Support & Site Execution (Core Focus)

• Provide expert technical guidance for tile adhesives (cementitious, ready-mix, large format tiles), waterproofing systems (cementitious, liquid-applied, PU, APP/bituminous), and epoxy systems (flooring, grouts, coatings).
• Conduct critical site visits for product recommendation, surface assessment, mock-ups, and troubleshooting application failures (debonding, hollow tiles, leakage, epoxy curing issues, etc.).
• Develop and approve method statements, application SOPs, and system build-ups for projects.
• Lead root cause analysis (RCA) for site complaints and ensure closure with corrective and preventive actions.

? Sales, Project & Specification Support

• Act as a technical authority supporting sales teams during pre-sales, tenders, BOQs, and specification approvals.
• Deliver technical presentations to architects, consultants, PMCs, and key customers for tile adhesive, waterproofing, and epoxy systems.
• Support mock-ups, trials, and proof-of-concept installations to convert high-value projects.
• Assist in closing technically complex and premium projects by building customer confidence.

? Training & Applicator Development

• Design and conduct advanced training programs for:

• Sales & project teams
• Approved applicators & contractors
• Channel partners
• Create application manuals, troubleshooting guides, videos, and best-practice documents for tile adhesive, WP & epoxy products.
• Build and manage a certified applicator ecosystem, ensuring consistent execution quality.

? Quality Assurance & Standards Compliance

• Ensure compliance with IS / EN / ASTM standards related to tile adhesives, waterproofing membranes, and epoxy flooring systems.
• Coordinate with QA & R&D for product validation, field trials, and new product launches.
• Investigate customer complaints related to leakage, tile failures, chemical resistance, and epoxy performance and ensure timely resolution.

? Consultant, Architect & Influencer Engagement

• Engage with architects, waterproofing consultants, structural engineers, and PMCs for system approvals and long-term specifications.
• Participate in technical seminars, CPD programs, and industry forums to establish technical leadership.
• Represent the organization as a subject-matter expert in tile adhesive, WP & epoxy systems.

? Process Excellence & Innovation

• Capture site feedback to support product improvement and system innovation.
• Standardize technical support processes across regions to reduce failures and escalations.
• Support development of new waterproofing and epoxy solutions aligned to market needs.

? Qualification & Experience

• Education:

• B.E./B.Tech - Civil Engineering (Mandatory)
• M.Tech / Specialized certification in Waterproofing / Flooring - Preferred
• Experience:

• 10-12 years in Construction Chemicals
• Strong hands-on exposure to Tile Adhesives, Waterproofing systems, and Epoxy flooring/coatings
• Experience supporting large residential, commercial, industrial, and infrastructure projects

?? Key Skills & Competencies

• Deep understanding of substrate behavior, moisture control, bonding chemistry, and epoxy systems
• Strong problem-solving & failure analysis capability
• High credibility in customer and consultant interactions
• Leadership ability to guide teams and applicators
• Excellent communication, documentation, and presentation skills
• Willingness to travel extensively to project sites

? KPIs / Success Metrics

• Reduction in tile debonding, leakage, and epoxy failures
• Faster and effective closure of technical complaints
• Training coverage & applicator performance improvement
• Consultant & key customer satisfaction
• Technical support contribution to project conversions & repeat business

? Strategic Importance of the Role
This role safeguards the brand promise on site, prevents costly failures, builds long-term customer trust, and enables premium project acquisition through technical excellence in Tile Adhesives, Waterproofing & Epoxy systems.

Skills Required