Area Technical Manager (Gauteng) 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 specifications, 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.

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 Case Management (Customer Complaints & Dulux Training Academy.
• Management of time, travel cost and customer complaints compensation cost.
• On-site Quality Assurance in line with the Dulux Full Spectrum Guarantee procedure
• Sales and Marketing – Channel support on all technical product touch points. 
• Execute the Technical Services Department strategic plan on regional level.
• Compliance to ISO 9001:2015 quality/environmental management systems & corporate Occupational Health & Safety (OHS) management system.

Experience

• Bachelor’s degree with at least five years technical field service experience in the decorative coating industry.
• Supporting qualification: SAPMA, NACE and competency in training facilitation.
• Knowledge in MS Excel, MS Word and MS PowerPoint.
• Experience in the following software would be an added advantage:
• Point Of Sales Tinting E.g. Mix2Win Next
• Customer Relation Management Software E.g. CRM

Training Development.

• Generic Key Competencies: Adaptability, Tenacity, Confidence, Efficiency, Time Management, Relationship Building, Problem-Solving, Conflict Resolution, Contributing to Team Success.
• Job/Function Competencies: Patience, Attentiveness, Active Listening, Emotional intelligence, Creativity and resourcefulness, Customer Focus, Building Customer Loyalty, Self-Motivation, Active Information Monitoring, Effective Writing / Communication / Presentations skills, Ability to create a supportive and inclusive environment & Technical/Professional Knowledge skills.