Technical Support Assistant Manager

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 are used according to product TDS, specification and customer satisfaction. Moreover, support sales in technical documentation and complaint handling. And lastly, conduct and track technical training both internally and externally, using the standardized training materials and global standards in order 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 in order to ensure correct use of products/specifications.

• 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 in order to limit Jotun's risk exposure. (Not for Powder)

• Support the process of guarantees given by the local organisation by monitoring and following-up on the guarantee process in order to limit Jotun's risk exposure

• 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 in order to develop a competent and motivated department

• Share learning and knowledge from complaint cases by documenting corrective actions taken and their effects, in order to limit the occurrence of the claim and Jotun’s risk exposure

• Support claims and complaints, to be handled and technically concluded according to Jotun’s process, and through close cooperation with relevant functions, ensuring that learning has been obtained to avoid reoccurrence.

• Support the sales units in the use of the TSS tools such as Jotspecs, TSS Log and information from TSS Share point sites.

• Support the sales units in the use of the TSS tools as part of the sales process such as Risk Calculators, Project Evaluation documents and guarantees.

• Support and assist local sales team in increasing sales growth and market share (thru Troika Approach), by establishing Jotun products at new customers. Or, establishing Jotun new products at existing customers (applicable for Powder)

• Conduct professional applicator plant audits and trainings by technical visit programme (e.g. Jotun Approved Applicator, Jotun Powder School) to ensure that specified quality standards in application and product specifications are adhered to (applicable for Powder)

• Conduct customers’ plant improvement projects by undertaking product development trials at applicators facilities ensuring customers benefit from Jotun innovative products (applicable for Powder)

• Communicate and discuss with Powder Segment Technical Support Manager by raising issues where support is needed (e.g. ‘difficult’ or repeated complaints, training needed, application issues with innovation products, high value claims) in order to maintain competent and profession technical support at all times (applicable for Powder).

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 preferrable.

Initiative & Responsibility

acts on own initiative, makes things happen and accepts responsibility for the results

Steadiness

creates a stable and re-assuring 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):

19.10.2024

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 SEAP has been awarded a Korn Ferry Engaged Performance Award for year 2019, in recognition of achieving a best-in-class level of “Enablement”. We are proud to have an incredibly diversified region with more than 2,000 employees that come from different nationality and background, working together in delivering profitable growth. Throughout our history, we have focused in providing our employees with meaningful and challenging work, rewarding them through continued learning and development, underpinned by our values of Loyalty, Care, Respect and Boldness.

Jotun Malaysia and Singapore were established in 1983 and 1971, respectively. With the consolidation of Jotun Malaysia & Singapore in 2016, the organisation has consistently delivered strong growth and profitability to become today one of the main contributors to our business in the South East Asia and Pacific region. The company operates three factories in Shah Alam and Nilai and has a wide network of offices and warehouses across Malaysia and Singapore, providing efficient and timely response to our customers. Our aim is to develop employees through a culture of continuous feedback, learning and growth.

Visit our Career Page to know more about life at Jotun.

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. We are committed to represent the societies we operate in, promoting equality, equity and zero-tolerance for discrimination.

If you are applying to a position and require any additional support in the interview process, please let us know how we can accommodate this.

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