Location:
Greenstone - Edenvale

Duration:
Permanent

Start Date:
Immediate

Type of Business:
FMCG/Industrial/Coatings/Retail

Remuneration:

Basic per budget R 42 000 (Annual: R504 000.00)
Car Allowance R 10 780.00 (Annual: R129 360.00)
UIF R 148.72 (Annual: R1 784.64)
Skills Levy R 527.80 (Annual: R6 333.30)
Group life R 646.10 (Annual: R7 753.20)
Provident R 3 780.00 (Annual: R45 360.00)
Medical aid Subsidy R 2 960.00 (Annual: R35 520.00)
Petrol Card
Cell phone
3G
Laptop

Purpose of the Job:

The primary purpose is to provide technical leadership at the customer interface & contribute to the trade growth strategy of the Decorative business. Incumbent will oversee the regional portfolio of customer technical paint queries & complaint resolution, sales technical support & internal/external technical & product training, and training module development.

Main Functions:

1. Technical Support
• Lead technical support and administration team to provide pre-sales and post sales technical support to both internal and external customers with acquired knowledge and understanding of products and their applications and formulations.
• Manage the regions complaint investigation processes to resolve problems/complaints encountered by customers using the company products by establishing processes to assess the inherent performance of paint technology used in conjunction with the substrate & environmental conditions.
• Manage and improve the technical evaluation of customer complaints in a manner which efficiently maintains customer satisfaction through good speed of response and implementation of appropriate corrective and & preventative actions, whilst undertaking more complex/detailed testing and feedback of results.
• Develop technical processes & generate technical reports from laboratory work to optimize technical service delivery to customers
• Responsible for the development of technical knowledge within the technical department, constantly looking for ways to gain competitive advantage through the service offering of the team.
• Manage the complaints review process and ensure monthly review meetings are carried out on each brand area.
• Undertake customer visits with Sales Managers/distributors to provide consultation services, troubleshoot problems and provide technical solutions to their problems, establish root cause, agree corrective action and negotiate and agree settlement within limits of authority.
• Conduct periodical market activity and product research to help identify, strategize and make recommendation to senior/ local entity management on commercial decisions for viability of new/ alternative products.
• Issue monthly newsletter/ report to sales partners on status of technical issues resolution & application/ project development, new industry/ product trends, etc. (to increase knowledge sharing)
• Analyse, monitor and report on competitive product and technical market activity/trends for new/ existing product.
• Plan and coordinate new product field trials in the allocated region.
• Assist with tracking, recording and measuring technical success of new products launched.

2. Training

• Develop ongoing appropriate training material to easily transfer paint knowledge as well as product knowledge to customers & internal departments.
• Organize and provide product/technical training to sales partners, distributors and customers on products by conducting technical seminars and providing hands-on training where necessary with high priority on new product/ application.
• Train distributors and customers on products by conducting technical seminars and providing hands-on training where necessary.

3. Sales Support at Store Level

• Assist in the POS and tinting equipment maintenance through consultation with developing training and preventative maintenance programs and implementation.

4. Sales Support Specifications

• Provide advice on all paint related matters to clients and to sales reps. Clients vary from architects, builders, painters to consumers.
• Implement & manage program to assist the sales team with end to end or pre & post painting support with specifications in major projects.
• Establish & continuously maintain and improve databases used for recording specifications, successes & failures as well as learning’s for continuous improvement.

5. Staff Leadership

• Develop & retain a high performing well resourced technical team through performance management, engagement & other appropriate talent retention interventions.

6. SHEQA Management

• SHEQA Management - Management of own area in accordance with company requirements. Compliance to ISO 9001/14001 quality/ environmental management systems & corporate Occupational Health & Safety (OHS) management system.

Requirements:

• The successful candidate should be in possession of a relevant Bachelor degree in Chemistry, Chemical Engineering or related science & SAPMA Modules.
• Supported between three to five years’ experience in a construction or architectural environment.
• In addition the candidate should demonstrate knowledge of MS Office Packages and ability to develop new business and to build relationships with clients.
• Strong interpersonal skills and ability to build and maintain positive business relationships.
• Experience with dealing with customers both face to face and over the telephone, particularly in complaint situations.
• Knowledge of both trade and retail markets and customers.
• People management experience.
• The ability to adopt a systematic and methodological approach with high standards of accuracy to ensure all improvement actions are progressed to completeness.
• Have excellent paint product and related industry knowledge.
• Good business acumen, able to contribute to business development, cost control and operation excellence.
• Strong analytical thinking & problem solving skills to drive on site solution of complaints & the sustainable elimination of critical defects.
• Possess strong ability to translate customers’ product performance requirements into technical specifications in line their production needs.
• Positive thinking, independent and able to work under pressure.
• A team player with well-developed leadership style and mature personality.
• At least 5 years of working experience in a mid-level management role in trade sales/ research or technical support role.
• Experience in the industrial chemical trade industry particularly in customer relations management preferred.
• Some experience in marketing or training and development is desired.

Job/Function Competencies:

• Communications, customer relationships, desktop IT skills.
• Influencing, interpersonal, numeracy, presentations, problem solving, project management; team working and building, and time management.
• Values: customer focused, deliver on commitments, passion for excellence, winning together