Technical Support Manager

SUMMARY OF THE ROLE Manage the Technical Support function to ensure that Marine and Protective business segments in the local/regional organisation receives technical advice on product/system use, technical documentation and complaint handling in a timely and professional manner enabling them to better sell Jotun’s products. Applicable for Powder: Manage and lead the local Technical Support function to ensure that the local Powder unit receives technical service on products are used according to product TDS, specification and customer satisfaction. Moreover, ensure technical documentation and complaint handling are performed in a timely and professional manner enabling them to better sell Jotun’s products. 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. Dimensions: Job requirements - Bachelor’s Degree + > 6 years’ relevant experience (including sales and leadership) - FROSIO Level 3 and/or NACE level 2 (not for Powder) - Bachelor’s Degree + > 7 years’ relevant experience (including sales and leadership, technical service/technical support) (applicable for Powder) Specific credentials/qualifications required in this role: - TSS Manager Training Level 1 and Level 2 - Team No.1 Level 1 and Level 2 and relevant Advanced modules - BMT (IMIJ) (applicable for Powder) - Powder School (applicable for Powder) - English Proficiency (applicable for Powder) - Presentation skills program (applicable for Powder) **Responsibilities**: - Ensure that local technical documentation within the given area of responsibility is technically correct and documented as per Jotun’s standards and local regulations in order to ensure compliance and minimise risk. - 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 and technically concluded according to Jotun’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 Jotspecs, TSS Log and information from TSS Share point sites - Ensure the sales units use the TSS tools as part of the sales process such as Risk Calculators, Project Evaluation documents and guarantees - 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) - Manage 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 local Technical Support team in line with corporate 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 - Conduct, participate and support when necessary in technical investigations on claims, and conclude whether complaints are justified or not as per Jotun's guidelines (applicable for Powder) - 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 customers’ plant improvement projects by undertaking product development trials at applicators facilities ensuring customers benefit from Jotun innovative products (applicable for Powder) Main challenges: Achieve balance between the technical and commercial aspects of the business and managing the technical risk exposure of the local unit WHAT WE ARE LOOKING FOR AND WHAT WE OFFER Qualification - Minimum 9 years experiences in Technical service or Research & Development preferable powder industry - Bachelor’s degree in Engineer, preferably chemical engineer, alternatively naval architect or civil engineer. - Good Leadership and management of people - Having Commercial thinking - Good command in English (both Writing & Speaking) We offer - A friendly and supportive working environment.- Opportunities to work with Regional Team.- Exciting challenges, including international career opportunities.- Career development encompassing on the job experience and Jotun Academy, our in-house development academy. POSITION INFORMATION Company: Jotun Thailand Ltd. Contract Type: Regular Time Type: Full time CLOSING DATE (dd.mm.y