Technical Support Assistant Manager

Technical Support Assistant Manager

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Locations: Shah Alam

Time Type: Full time

Posted on: Posted Yesterday

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, specification, 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, ensuring that learning has been obtained to avoid reoccurrence.
• Approve or reject complex off-specs by evaluating the consequences of the proposed changes.
• Support the process of guarantees given by the local organization by monitoring and following-up on the guarantee process.
• Participate when necessary in technical investigations on claims, and conclude whether complaints are justified or not as per Jotun's guidelines.
• Manage and lead the assigned part of the local Technical Support team in line with Jotun’s policies, market development, and local company focus.
• Share learning and knowledge from complaint cases by documenting corrective actions taken and their effects.
• Support claims and complaints to be handled and technically concluded according to Jotun’s process.
• Support the sales units in the use of the TSS tools such as Jotspecs, TSS Log, and information from TSS SharePoint sites.
• Support the sales units in the use of the TSS tools as part of the sales process.
• Support and assist the local sales team in increasing sales growth and market share.
• Conduct professional applicator plant audits and trainings.
• Conduct customers’ plant improvement projects by undertaking product development trials at applicators facilities.
• Communicate and discuss with Powder Segment Technical Support Manager by raising issues where support is needed.

WHAT WE ARE LOOKING FOR AND WHAT WE OFFER

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; is firm and reliable.

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.

POSITION INFORMATION

Company: Jotun Paints (Malaysia) Sdn. Bhd.

Contract Type: Regular

Time Type: Full time

CLOSING DATE (dd.mm.yyyy): 25.09.2024

WHO WE ARE

Seeing a prominent market in South East Asia (SEAP), Jotun opened its first factory in Thailand in 1968. Rapid economic development in the region led to new companies and factories in countries such as Singapore, Malaysia, Indonesia, Vietnam, Philippines, Myanmar, Cambodia, and Australia.

Jotun’s company culture welcomes and values differences in people. Our more than 10,200 employees on all continents represent 90 nationalities, four generations, and diversity of professions, gender, abilities, ethnicities, beliefs, cultures, etc.

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