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Technical Service Representative

Date: Dec 31, 2021

Location: Roanoke, VA, US

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 provide technical support and training on the use and application of company products, services, equipment and documentation in acquiring new business and in maintaining one customer at a single site.

Key Responsibilities

• Provide total technical support to customers. 
• Problem solving. Analyzes product-related issues, including on-site analysis and actuations. Performs laboratory analysis of the issues when needed. Communicates with RS Lab and/or Quality Control department to stablish corrective actions. 
• Manage complex customer complaints. 
• Gather customer needs and requirements in cooperation with Sales & Marketing organization to help build the customer strategy  plans. 
• Actively participate in key phases of the sales process to prospects.
• Proactively prevent and solve problems of a technical nature occurring at existing customers. 
• Attend the testing process as well as the implementation of new products and technologies.
• Develop and maintains relationships with customer technical  staff, in order to keep and to extend the business.
• Use reporting tools as CRM, up-dates the key customers’ databases with valid, accurate and complete information (visits reports, action reports, cases, regulatory requests…)
• Deliver periodical progress reports, proactively submit information regarding trends within the market and provide recommendations regarding the improvements in the approach to the market. 
• Monitor competitive activities at customers’ facilities. 
• Promote the positive company reputation and develops long-term relations with customers. Hold and defend the values of the company. 
• Practice all the applicable corporate as well as site policies/procedures with regard to personal behavior / HSE standards and acts in compliance with all their regulations.
• This position will require frequent travel to support multiple customer locations.
 

Job Requirements

• Knowledge & Work Experience – Paints & Coatings industry, any B2B industry environment, customer / segment profiling, 3-5 years of work experience in technical services and support 

• Bachelor Degree in chemical engineering, chemistry or related field. 
• Skills – Problem solving, stakeholder management, creating value propositions, communication and presentation, commercial and business acumen, basic understanding of financial concepts related to sales and cost to serve.

 

Level of Autonomy 

Limited to customer specifications
 

Competencies

Accepting Direction
Accepting Responsibility
Acquiring Information

 

AkzoNobel is an equal opportunity employer. In accordance with applicable laws, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age, national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.

Requisition ID: 17346 

 

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Nearest Major Market: Roanoke