AGM Technical Support

Job Title: AGM / DGM Technical Support

Specialization: Tile Adhesives, Waterproofing & Epoxy Systems

Location: Mumbai

Department: Technical Services

Reporting To: C.O.O

Industry: Construction Chemicals

Employment Type: Full-Time

Contact -Dhvani Pawthawala [phone removed]

[email removed]

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:

12–18+ 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.