Technical Services Administrator at AkzoNobel

Job Purpose

The primary purpose of the job would be sound administration of the Customer Complaints procedure. The administrator will be actively involved in consumer calls on the National Helpline regarding technical paint problems and colour formulation support.

Key Accountabilities

1. Customer Complaint Administration – Key Objective:

• Register all Customer Complaints accurately onto Case Management

• Escalate, track and coordinate complaint investigation as and when necessary

• Draft Settlement agreements as required

• Conclude Customer Complaints on Case Management within the specified time frame

2. Customer Complaint Compensation & SAP:

• Processing of all approved free product to store

• Coordinate and process all non-free issued product compensation and labour compensation with Infosys

3. Primary Point of Contact – National Helpline

• On-time and professional technical product advice and support, in Afrikaans & English is key to build relationships with end users, trade and distributors and to attend to complaints & complements in a responsible manner.

• Dulux Guarantee Registration support & reporting

4. AkzoNobel Mix2Win Next - POS Tinting Software

• Colour Formulation support & non-standard colour formulation approvals.

5. Department Reporting

• Prepare and communicate daily Case Management reporting

• On time preparation of Technical Services Monthly reporting 

6. Dulux Training Academy

• Event administration & coordination on a regional level

Experience

• Bachelor’s degree or a relevant technical diploma with at least 5 years of technical field service / customer service experience in the decorative paint industry, with knowledge of paint defects and root cause diagnosis. Point of sales tinting software formulation support and SAPMA qualification would be a distinct advantage. 

• In addition, the candidate should demonstrate extensive knowledge of MS Office packages with sound Excel skills, SAP B1 and Case Management software applications.

• Candidates, who lack formal qualifications, but have the necessary experience, skills and knowledge in the required competencies, may also be considered.

• Job/Function Competencies: Communication/Presentation in English & Afrikaans; Technical/Professional Knowledge and Skill.