Technical Service and Commercial Quality Manager

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Date: Sep 16, 2023

Location: Petaling Jaya, MY

Company: AkzoNobel

We’ve been pioneering a world of possibilities to bring surfaces to life for well over 200 years. As experts in making coatings, there’s a good chance you’re only ever a few meters away from one of our products. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from the most sustainable paints company, which has been inventing the future for more than two centuries.

Job Purpose

The purpose of this role is to ensure adequate resources and capability (people and processes) including necessary level of specialized product knowledge and expertise to provide the necessary support to internal & external customers for complaint resolution & technical service
To manage the commercial side of the quality process and supporting systems, in line with the AkzoNobel’s Quality Management processes and systems, so that the customers are delivered the right quality products, supported by right commercial process working closely with BU Commercial Quality, Customer service, ISC Quality, RD&I and other relevant functions.

Key Accountabilities

•    Effectively engage, develop and lead the technical services & quality  teams 
•    Technical services support for B2B/ Projects

  1. On-site technical support (eg surface check, wall humidity, mock-up) to all projects   
  2. Offering warranty service to qualified projects with adequate site assessment. Proactively visit, properly supervise and fully provide technical guidance to signed warranty projects
  3. Coordinate customer market requirements (specific certifications, specific audits requirements)

•    Product Training support to internal & external customers
•    Manage Customer Complaints & Claims

  1. Research product (including packaging) complaint registered in CRM; perform field investigation and identify root cause; record investigation (Complaint registration in CRM to be handled by Customer Service;  Complaint investigation & RCCA may require RD&I & ISC Quality support)
  2. Collaborate with local RD&I, Site Quality Manager and other relevant functions to resolve ‘systemic’ quality issues pertain to product (including packaging) in order to reduce complaints; address field related application problem and work with commercial team to reduce complaints   
  3. Resolve product ( including) complaints based on investigation. Propose resolution for approval as per defined LOA- and ensure satisfactory closure of complaints

•    Market Return Policy deployment & governance: 

  1. Ensure standardized, cross functional SOPs in place including escalation rules and mechanisms. Ensure all customer return requests are captured in CRM Case Management  and RFW process is followed. 
  2. Monitor market returns, drive root causes analysis on all returns and action to reduce returns. 

•    Incident escalation with classification and recommendation
•    Responsible for performance management of Commercial Quality KPIs (CoPQ, Complaints and Returns KPI). 

  1. Drive RCCA, Work with relevant functions to deliver on Quality KPIs & Drive reduction in Cost of Poor Quality (scraps , claims and cost of rework )
  2. Escalate non-product quality complaints such as transportation, wrong order entry, non-quality related returns to relevant function and ensure resolution

•    Be single point of contact for the BU Commercial Quality Manager for deployment BU & Global standardized process and best practices; feedback on RCCA and progress update on actions
•    Be the MSU /CU representative for quality in the local IQR meeting; IGR meeting, Country PMR meeting


  • 8-10 years of work experience in technical services and support.
  • Knowledge & Work Experience – Paints & Coatings industry, any B2B industry environment, customer / segment profiling.
  • Minimum Bachelor Degree in chemical engineering, chemistry or related field.  Masters of Science in related field and/or business administration will be a strong preference
  • Qualifications in Quality Systems, ISO 9001 & 14001 experience desirable but not mandatory. Internal as well as Customer Auditing experience will be an added advantage
  • Skills – Leadership, managerial skills, stakeholder management, decision making, creating value propositions, communication and presentation, commercial and business acumen, basic understanding of financial concepts related to sales and cost to serve.

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 31615