Area Technical Manager at AkzoNobel

Job Purpose

The primary purpose of this position is to provide telephonic and face to face onsite customer service by effectively managing customer complaints, on site quality audits, provide fit for purpose technical product training and support, onsite support on POS Tinting equipment & updating Mix2Win Next colour formulation.

• 45% Customer Complaint Investigation & Resolution
• 30% Trade Sales Support & TSD Administrator Support
• 25% Training Development & Administration

Key Accountabilities

• Customer Complaint Investigation & Resolution
• Drive customer satisfaction through active regional customer complaint management, using the departments procedures and standards as a measure to regularly review performance targets to continuously improve the execution of this objective.
• Compliance to Complaint Compensation within Limits of Authority
• Execution of labour compensation against 009 Procedure
• Trade Sales and TSD Administration Support
• Full Spectrum Trade Guarantee – Executing Routine Quality Audit Reports, for projects assigned to you by the Dulux Specification Team against procedure requirements.
• Provide technical product knowledge/field support to the regional sales team (Retail, Trade, Specification) to drive first time right specification, drive compliance during quality assurance and resolve technical queries in good time.
• Training Development & Facilitation
• Training Material Development – Develop new training material in line with the Dulux Training Academy development plan
• Training Facilitation – Present Dulux Training Academy Prospectus training nationally online and Face to Face within the region.

General

• Customer complaints - Achieve SLA’s by being effective in complaint’s management and resolution
• (DTA) Dulux Training Academy – strengthen consumer knowledge of Dulux brand.
• (DTS) Dulux Tinting Services – Point of Sales tinting complaint investigation and Mix2Win Next software support
• Review – Monthly and weekly reporting of customer complaints and DTS
• Time management and travel cost management.
• On-site Quality Assurance against the Dulux Full Spectrum Guarantee procedure
• Sales and Marketing – Channel support on all technical product touch points.
• Execute the Technical Services Department strategic plan in the assigned region.
• Compliance to ISO 9001:2015 quality/environmental management systems & corporate Occupational Health & Safety (OHS) management system.

Role Requirements

Qualifications & Experience:

• The successful candidate should be in possession of bachelor’s degree with at least five years of field technical service experience. Ideally within the Decorative Coatings industry and knowledge of Tint systems (Fluid Management), spray equipment would be a distinct advantage.
• Other Qualifications can include SAPMA & NACE qualifications.
• In addition, the candidate should demonstrate extensive knowledge of MS Office packages and an ability to manage Customer Service excellence.
• Software knowledge on Mix2Win Next and Case Management would be an added advantage.
• Candidates, who lack formal qualifications, but have the necessary experience, skills and knowledge in the required competencies, may also be considered.