Job DescriptionOur client is a MNC operating in 90 countries looking for a Technical Support Manager in Powder Coating. Location is Malaysia.
Job ResponsibilitiesEnsure that local technical documentation within the given area of responsibility is technically correct and documented as per global standards and local regulations to ensure compliance and minimize risk.
Ensure that all technical inquiries from customers (via sales) on product use, risk assessments, guarantees are responded to as per client's policies and technical guidelines to ensure correct use of products/specifications.
Ensure that claims and complaints are handled and technically concluded according to Client's process, and through close cooperation with relevant functions, ensuring that learning has been obtained to avoid reoccurrence.
Ensure the sales units are familiar with the use of the TSS tools such as specs, TSS Log and information from TSS SharePoint sites.
Manage the process of guarantees given by the local organization by monitoring and following-up on the guarantee process to limit Client's risk exposure.
Participate, when necessary, in technical investigations on claims, and conclude whether complaints are justified or not as per Client's guidelines.
Manage and lead the local Technical Support team in line with corporate policies, market development and local company focus to develop a competent and motivated department.
Share learning and knowledge from complaint cases by documenting corrective actions taken and their effects, to limit the occurrence of the claim and Client's risk exposure.
Support and assist local sales team in increasing sales growth and market share (thru Troika Approach), by establishing Client products at new customers or establishing Client new products at existing customers.
Conduct professional applicator plant audits and trainings by technical visit program (e.g., Client Approved Applicator, Client Powder School) to ensure that specified quality standards in application and product specifications are adhered to.
Conduct customers plant improvement projects by undertaking product development trials at applicators facilities ensuring customers benefit from Client innovative products.
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) to always maintain competent and professional technical support.#J-18808-Ljbffr