Job Description
Field Technical Support (FTS) Officer
Designation | Executive, Level 2 |
Vertical / Function | AP Project Sales (APPS) |
Role Coverage | On-site technical support for mega-sites, strategic accounts and high-value project executions |
Product Scope | Waterproofing systems, industrial flooring, repair and rehabilitation products |
Education | B.E./B.Tech Civil Engineering; Structural Engineering specialization preferred |
Role Purpose
The Field Technical Support (FTS) Officer will serve as the on-site technical custodian for assigned APPS Mega accounts and mega-sites. The role is responsible for diagnosing site conditions, recommending fit-for-purpose product systems, supervising critical application work and supporting successful execution of complex or high-value waterproofing, flooring and repair projects. The position is expected to strengthen customer confidence, improve site conversion, reduce complaints and compensation, and enable business growth through technically sound interventions.
Key Responsibilities
Technical Diagnostics & Solutioning
Conduct detailed site assessments for waterproofing, industrial flooring, repair and rehabilitation requirements.
Evaluate concrete structures, substrate condition, structural distress, water ingress, cracks, delamination, corrosion, dampness and other failure indicators.
Identify root causes at problem sites and recommend suitable product systems and application methodologies.
Prepare practical site recommendations, technical notes and corrective action inputs for customers, contractors and sales teams.
Project Site Support & Execution Supervision
Provide on-site support for mega-sites, strategic accounts and complex/high-value executions.
Supervise critical applications of preformed membranes, liquid-applied membranes, industrial floorings and repair systems.
Ensure correct substrate preparation, method of application, detailing, sequencing and workmanship quality.
Support mock-ups, trials, first-time applications, system demonstrations and site-level contractor enablement.
Quality Assurance & Service Management
Monitor adherence to approved specifications, standard application procedures and quality expectations.
Undertake site audits and identify execution risks before they become service issues.
Investigate complaints, conduct root cause analysis and recommend corrective and preventive actions.
Drive reduction in repeat complaints, service escalations and compensation payouts.
Customer, Account & Sales Support
Act as the technical interface for builders, consultants, contractors, PMCs, industrial customers and internal APPS teams.
Support product/system approvals, technical discussions, presentations and site conversions.
Train applicators and site teams on correct application practices, system limitations and execution controls.
Provide competitive intelligence and site learnings to improve solutioning and account conversion.
Technical Product Scope
Waterproofing Systems | Industrial Flooring | Repair & Rehabilitation |
Preformed membranes Liquid-applied membranes PU, acrylic and cementitious systems Bituminous / polymer-modified systems Injection grouts, sealants and ancillary detailing | Epoxy flooring systems PU flooring systems Heavy-duty industrial floors Warehouse, pharma, FMCG and industrial applications Surface preparation and finishing controls | Concrete repair mortars Micro-concretes Crack injection systems Corrosion protection systems Protective coatings and restoration systems |
Candidate Profile
Qualification | B.E./B.Tech in Civil Engineering is mandatory. M.Tech / structural engineering / construction management exposure will be preferred. |
Experience | Preferably 3 to 6 years in construction chemicals, waterproofing, flooring, repair systems or technical services/application engineering. |
Preferred Prior Roles | Application Engineer, Technical Services Engineer, Site Engineer, Project Engineer, Waterproofing/Flooring Technical Support Engineer. |
Industry Exposure | Experience with construction chemical / waterproofing / flooring solution providers, including equivalent competition, will be preferred. |
Key Competencies
Technical | Functional | Behavioural |
Concrete technology Structural behaviour and failure diagnosis Waterproofing systems Industrial flooring systems Repair methodologies Application techniques | Root cause analysis Execution supervision Technical selling Stakeholder management Site audits Technical report writing | Ownership mindset Attention to detail Customer centricity Analytical thinking Cross-functional collaboration Execution excellence |
Key Performance Indicators (KPIs)
KPI Area | Indicative Measures |
Business Impact | Overall business from assigned accounts; business influenced through technical interventions; value of high-potential site conversions. |
Site Conversion | Mega-site conversion ratio; specification-to-order conversion; successful trial/mock-up conversion. |
Service Effectiveness | Complaint closure TAT; reduction in repeat complaints; reduction in compensation value; quality of RCA documentation. |
Execution Quality | First-time-right execution; number and quality of site audits; adherence to application protocol at critical sites. |
Capability Building | Contractor/site team training conducted; technical enablement of sales teams; documented site learnings shared. |
Success Profile
The ideal FTS Officer should combine the discipline of a civil/structural engineer, the practical judgment of an application engineer and the customer orientation of a technical consultant. The person should be comfortable working at live construction sites, diagnosing problems, influencing execution teams and converting technical credibility into business outcomes for APPS.
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