Technical Support Assistant Manager

Job Purpose:

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.

Job 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 organization 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).

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.
• Strong presentation skills.
• Ability to travel within the region when required.
• Chinese speaking is preferrable to handle China market