Area Technical Manager

AkzoNobel; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading paints company in Johannesburg seeks a Customer Service Representative to manage customer complaints and support the regional sales team. The ideal candidate has a Bachelor's degree, over five years of experience in the decorative coating industry, and strong skills in customer-focused problem-solving. Responsibilities include training development, complaint resolution, and support for Point Of Sales tinting equipment. The position offers competitive remuneration and opportunities for career growth.

Qualifications

• 5+ years experience in technical field service within the decorative coating industry.
• Supporting qualification in SAPMA, NACE, and training facilitation is preferred.
• Experience with Point Of Sales Tinting software like Mix2Win Next is an advantage.

Responsibilities

• Manage customer complaints and ensure their resolution to meet SLA’s.
• Present training nationally, both online and face to face.
• Support regional sales teams with technical product knowledge.

Skills

Customer Focus

Problem-Solving

Adaptability

Time Management

Active Listening

Education

Bachelor’s degree

Tools

MS Excel

MS Word

MS PowerPoint

CRM Software

Job description

About AkzoNobel

Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together.

For more information please visit www.akzonobel.com

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

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.

1. 45% Customer Complaint Investigation & Resolution
2. 30% Trade Sales Support & TSD Administrator Support
3. 25% Training Development & Administration

Key Accountabilities

1. 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

2. 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.

3. 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.

© 2024 Akzo Nobel N.V. All rights reserved.

Requisition ID:49208