Complaint Site Visit Technical Executive

2 days ago

Chennai Kolkata Pune, India CenturyPly Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Job Title: Complaint Site Visit Technical Executive Plywood Industry

Location:

Department: Customer Support (PMG)

Reporting To: Customer Service Manager

Job Summary: We are looking for a technically competent and customer-focused Complaint Site Visit Executive to investigate and resolve product-related complaints at customer locations. This role is crucial for maintaining product satisfaction, brand reputation, and customer loyalty by addressing issues related to plywood performance, quality, or application defects. This role requires extensive travel to complaint sites across assigned regions.

Key Responsibilities:

  • Visit customer sites (construction sites, homes, dealer locations) to investigate plywood-related complaints such as bending, delamination, swelling, surface defects,gap etc.
  • Assess the root cause of the problem by inspecting usage, handling, environmental conditions, and application practices.
  • Interact with carpenters, contractors, site engineers, and dealers to understand the history and nature of the complaint.
  • Collect necessary samples (if required) and document observations with photos, videos, and technical notes.
  • Prepare detailed complaint investigation reports including findings, conclusions, and recommendations.
  • Coordinate with internal teams such as quality control, production, and R&D to analyse and resolve issues.
  • Educate site staff or customers on correct usage, storage, and application techniques to prevent repeat complaints.
  • Follow up with customers post-resolution to ensure satisfaction and maintain long-term trust.
  • Support the service and sales team with technical clarifications related to complaints.
  • Maintain complaint logs and update complaint tracking systems regularly.

Experience:____ years of experience in plywood, wood panel products, or related building materials, preferably in a customer support or technical complaint role.

Skills:

  • Strong technical understanding of plywood manufacturing, grades (MR, BWR, BWP), and failure points.
  • Excellent troubleshooting, analytical, and problem-solving skills.
  • Good communication and customer-handling abilities.
  • Ability to document and report findings professionally.
  • Willingness to travel extensively and work on varied construction or site environments.
  • Exposure to IS standards related to plywood (e.g., IS 303, IS 710).
  • Knowledge of adhesives, core materials, and surface treatments.
  • Hands-on experience working with carpenters, contractors, and field teams.

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