Technical Support Assistant Manager

Technical Support Assistant Manager

Location: Shah Alam

Time Type: Full time

Posted on: 10 Days Ago

Job Requisition ID: R7143

SUMMARY OF THE ROLE

Manage a part of the local Technical Support function on behalf of the Technical Support Manager by executing assigned tasks and/or managing a team of people within the local unit or technical area to ensure that the local Powder unit receives technical service on products used according to product TDS, specifications, and customer satisfaction. Moreover, support sales in technical documentation and complaint handling. Conduct and track technical training both internally and externally, using standardized training materials and global standards to ensure correct use of products and accurate technical advice.

Responsibilities:

• Ensure that all technical inquiries from customers (via sales) on product use, risk assessments, guarantees are responded to as per Jotun policies and technical guidelines.
• Ensure that claims and complaints are handled according to Jotun’s process, and through close cooperation with relevant functions.
• Approve or reject complex off-specs by evaluating the consequences of proposed changes.
• Support the process of guarantees by monitoring and following-up on the guarantee process.
• Participate in technical investigations on claims, concluding whether complaints are justified.
• Manage and lead the assigned part of the local Technical Support team in line with Jotun’s policies.
• Share learning and knowledge from complaint cases by documenting corrective actions taken.
• Support claims and complaints to be handled and technically concluded according to Jotun’s process.
• Support the sales units in the use of TSS tools such as Jotspecs, TSS Log, and information from TSS Share point sites.
• Conduct professional applicator plant audits and trainings.
• Conduct customers’ plant improvement projects by undertaking product development trials.
• Communicate and discuss with Powder Segment Technical Support Manager to raise issues where support is needed.

Qualifications:

• Bachelor’s Degree with minimum 4 – 6 years’ of relevant experience required.
• Preferably have experience and knowledge in Technical.
• Must be proficient in verbal and written English.
• Strong communication and influencing skills.
• Ability to travel within the region when required.
• Presentation skills program.
• Chinese speaking is preferable.

Initiative & Responsibility: Acts on own initiative, makes things happen, and accepts responsibility for the results.

Steadiness: Creates a stable and reassuring work atmosphere; supports and encourages team in difficult times.

Analysis & Judgment: Quickly understands and analyzes complex issues and problems; comes up with sound and rational judgments.

Professional Expertise: Demonstrates specialist knowledge and expertise in own area; participates in continuous professional development.

Influence: Makes an impact; convinces and persuades others; promotes plans and ideas successfully.

Networking: Builds a useful network of contacts and relationships and utilizes it to achieve objectives.

Company: Jotun Paints (Malaysia) Sdn. Bhd.

Contract Type: Regular

Closing Date: 19.10.2024

WHO WE ARE: Jotun has been a prominent market player in South East Asia since 1968, focusing on providing meaningful and challenging work for employees while promoting a culture of continuous feedback, learning, and growth.

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If you think that this role is what you could be doing next, apply now!