Position Summary
This role owns the full lifecycle support of assigned customer accounts, serving as the primary on-site technical and service interface between RHI Magnesita (RHIM) and the customer. The position is responsible for maintaining RHIM machines and equipment, supporting inventory management, troubleshooting technical and operational issues, supporting product installations, and ensuring customer satisfaction through proactive service, communication, and data-driven insights.
The individual will work closely with customers, internal RHIM teams, and their direct leader to identify opportunities, mitigate risks, address quality issues, and support continuous improvement initiatives within heavy industrial steel manufacturing environments.
Key Responsibilities
Account & Customer Support
- Serve as the primary daily on-site RHIM representative, maintaining strong customer relationships.
- Interface with customers on product performance, service expectations, and operational needs.
- Understand and proactively manage customer expectations related to product performance and service delivery.
- Respond to urgent and emergency customer needs, including afterhours support when required.
Equipment, Service, & Troubleshooting
- Provide regular maintenance on all RHIM machines and associated equipment.
- Support product installation activities and machine maintenance as part of service-type functions.
- Demonstrate general troubleshooting ability for machinery and equipment issues.
- Complete all required equipment operations, pre-checks, certifications, and standards.
- Apply strong mechanical and electrical aptitude to work closely with RHIM equipment.
Inventory Management
- Assist with inventory management functions at customer sites.
- Monitor inventory usage, stocking levels, and replenishment needs to ensure uninterrupted operations.
Data, Reporting, & Analysis
- Track and document data related to RHIM product performance.
- Collect and report competitor product usage and performance insights.
- Participate in product trials (new and existing products), accurately documenting results.
- Assist with completion of all pre-trial documentation and trial close-out forms.
- Submit weekly expenditure reports, ensuring a cost-effective approach to spending.
Communication & Collaboration
- Maintain daily communication with your Superior regarding all customer developments, including:
- Threats, risks, and concerns
- Growth opportunities and application potentials
- Product performance and quality issues
- Operational changes at the customer site
- Competitor product usage and performance
- Recommend product, service, or operational changes based on observed performance and customer needs.
- Interact and collaborate with required internal departments to support customer success.
- Maintain professional and timely electronic communication; emails checked daily and calls returned within the same business day.
Safety & Compliance
- Adhere to all customer safety requirements and RHIM standards.
- Consistently use appropriate personal protective equipment (PPE) at all customer sites.
- Maintain familiarity with heavy industrial safety standards and practices.
Qualifications & Experience
Required / Preferred
- High School Diploma or GED (higher education preferred).
- 2+ years of refractory installation experience, or experience in a steel mill or foundry environment, strongly preferred.
- Proficiency in Microsoft Office applications, including:
- Outlook
- Word
- PowerPoint
- Excel
- Demonstrated ability to work independently as a self-starter while contributing to team objectives.
- Exceptional customer service skills, both internal and external.
- Familiarity with heavy industrial environments and associated safety protocols.
Physical & Work Environment Requirements
- Ability to work in heavy industrial environments, including exposure to heat, noise, dust, and moving equipment.
- Ability to wear required PPE for extended periods.
- Ability to perform physical tasks associated with equipment maintenance, installation support, and inspections.
Skills & Attributes
- Strong mechanical and electrical aptitude.
- Hands-on, forward-thinking, and results-driven mindset.
- Strong troubleshooting and problem-solving abilities.
- Clear and effective written and verbal communication skills.
- Ability to work collaboratively across functions and levels.
- Comfortable working in demanding industrial environments with varying schedules.
RHI Magnesita is the leading global supplier of high-grade refractory products, systems and solutions which are critical for high-temperature processes in a wide range of industries. Serving customers around the world, RHI Magnesita has more than 20,000 employees in 65 main production sites (including raw material sites), 12 recycling facilities and more than 70 sales offices.
Our North American team helps build refractory products that solve the most extreme manufacturing challenges. From advanced lithium-ion batteries for laptops and EVs and specialized glass on smartphones and tablets, to the steel and cement that build the world around us, our high-performance bricks and linings make it possible to melt, bend, shape, and refine these materials at extreme temperatures.With a vertically integrated value chain, RHI Magnesita has helped forge the materials that build industries and economies for almost 200 years. Refractory products are essential to the production processes for cement, steel, aluminum, and many other industrial producers in the region.
Come get fired up with our North American team!