Global Technical Support Lead

Vacancy: Global Technical Support Lead  

Location: Mumbai

Job Family: Engineering

Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology.  With operations in over 30 countries, we employ more than 12,600 people.  We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

The Global Support Lead is responsible for the consistent delivery of technical service from the Indian Global Support team, covering support for the syngas gas, hydrogen and refinery purification markets. This includes prioritising work tasks and ensuring the quality of the output provided to the regional customer facing teams. Liaising with regional leads, and global service leaders, to ensure smooth handover of relevant information to the data team and delivery of reports in a timely manner. In addition to support for modelling enquiries the role holder will also have accountability for the onboarding of new customers onto our digital platforms, both from the perspective of mapping and validating the modelling tools and ensuring the timelines are managed effectively.

Your responsibilities:

• Management of the global support team, supporting the wider global technical service function through provision of modelling capabilities to address any technical queries arising.

• Liaise with regional leads to prioritise support queries, ensuring customer deadlines are achieved, driving responsiveness of the Technical Services function. Coordinate with Regional Sales and Key Account Managers where appropriate.

• Development of team members knowledge and experiences across multiple business areas, ensuring that all technical service engineers are trained to the required standard both technically in the field and in EHS requirements.

• Responsible for the outputs from the global support team; seeking to drive quality improvements in our outputs and reports to maximise value to our customers.

• Development of standards and processes to increase the efficiency and effectiveness of the global support team. Focus on handover of technical information and reports between customer facing engineers and the global support team Ensure these standards are implemented and maintained.

• Accountable for onboarding of customers onto our digital platforms and maintaining project oversight of onboarding plans.

• Providing excellent technical service, through modelling and assessment of technical data, both proactively and in response to “emergencies" aimed at delivering long-term value for JM and the customer.

Requirements for the role:

• Degree in chemical engineering

• Communication skills: verbal and written; ability to present complex ideas effectively to senior stakeholders

• Understanding of the Catalyst Technologies market place

• 1-2 years’ experience in a Chemical Engineering/data processing/modelling role

• Background in catalysts, absorbents, chemicals and/or additives

How you will be rewarded:

We offer a competitive compensation and benefits package including bonus, excellent pension contributions and 25 days annual leave (varies for shift-based roles and locations).

At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career.  Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM.

Johnson Matthey is open for discussion on part time, job share and flexible working patterns.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks; early application is advised.

For any queries or should you have any accessibility requirements, please contact [email protected] who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process.

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Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.