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Global Technical Service Manager

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Date: Aug 29, 2021

Location: Troy, MI

Company: AkzoNobel

AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.

Job Purpose

AkzoNobel Coatings Inc. has a great opportunity for a Global Technical Service Manager that supports the Aerospace Business Unit. As a member of the Global Management Team, this position will contribute to the Global strategy development and execution plan and takes a lead in defining, and owning, the specific implications for the Business Segment. Contributes to the execution of sales, expense and profitability targets established for the Segment.  

 

The Global Technical Service Manager will be responsible for the vision, direction and execution of how we deliver technical service for the business through focus on operational excellence from processes, tools and skills required to deliver a competitive advantage/best in class technical service team.  Working effectively with the commercial sales organization(s); ensures this service is delivered, effective and is forward thinking to bring value through either direct or indirect personnel management.

 

The Global Technical Service Manager preferred location is at our AkzoNobel R&D facility located in Troy, Michigan.  

Other locations will be considered. 

Key Accountabilities

  • Works closely with Global Aerospace & Film Management Team to ensure matrix structure operates efficiently.
  • Acts as an ambassador and encouraging talent processes and engagement.
  • Ensures job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
  • Strengthens the talent pipeline by developing talent, regular assessments/ discussions, defining advancement requirements and potential internal movement. Continuously monitors and evaluates retention risk.
  • Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business (D&I).
  •  Works closely with Global Aerospace & Film Management Team to ensure matrix structure operates efficiently.
  • Acts as an ambassador and encouraging talent processes and engagement.
  • Ensures job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
  • Strengthens the talent pipeline by developing talent, regular assessments/ discussions, defining advancement requirements and potential internal movement. Continuously monitors and evaluates retention risk.
  • Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business (D&I).
  • Creates an open environment in the team where all people can perform at their best and two way feedback/ collaboration is afforded to stimulate the development of others and ensures an engaged team.
  • Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations. 
  • Affords representation and feedback for the Technical Service function on the Global Aerospace & Film Management Team.  Champions and/or participates in decided TS and Sales Meetings; available for participation to other functional meetings/ projects as needed.  
  • Manages and plans relevant (departmental) budget, travel wallets, agreed CAPEX investments and proactively manages costs.  Includes the development and analysis of cost to serve elements.  
  • Aligns technical ways of working across the global business so look and feel are the same across segment and regions
  • Brings forward to the Segment advanced coating application equipment/ processes, automated application expertise, measurement equipment, virtual/digital tools, experimental design/ studies and necessary Measurement System Analysis studies to align and/or advance in the market in both equipment and knowledge.
  • Standardizes and documents processes with Quality Management System along with reporting practices across all regions; affording centralizes access for training and reference.  Defines methods and approaches to ensure that internal application and product knowledge is documented to aid in training and product performance awareness (lessons learned, FMEA input, etc.).
  • Develops/ maintains traceable and reliable preferred TS equipment across all regions; documented in a listing and supported by the necessary verification/ calibration program.  
  • Creates the Technical Framework to support process optimization and operational excellence at the customer’s location.  Includes the documentation of processes and periodic assessments/ audits for designated customers.

    

Key Activities

  •  
  • Supports the demonstrations of products, application investigations/projects, knowledge transfer on AkzoNobel processes as well as on technical problem solving with customers.  Includes the effective communication, collaboration and engagement with the customer and internal functions.  Supports the organization internally with problem solving activities, complaint support, project execution and customer correlation. 
  • Defines or aides in the application validation and/or application method development of new or reformulated company products and technologies to ensure a robust or known application window is afforded for appearance.  
  • Supports product developments assessments and introductions including prototype selection and test markets.  Efforts and projects are executed, communicated, documented and made available within a documentation system.  Includes the development, documentation and training of necessary application protocols and QC SOP’s with R&D, Color and QC. 
  • Supports and validates necessary product (TDS, mix guides ...) and process documentation in the areas of application and preparations.  
  • Develops and supports execution of technical service representative assessment and training program.  
  • Manages activities within AkzoNobel Training Center (ATC) and supports the Aerospace Customer Training (ACT) program: implements standardized equipment, training program, technical sales representative training activities and standardized brand image.
  • Communicates analyses of and provides information to field force on competitors’ product and repair systems. Monitors Market intelligence (innovations): products, process and equipment.
  • Identifies and supports implementation of Global Segment solutions within area of services including digital tools (Apps, Webinars, How-to and Technology Videos, Virtual Spray, Augmented Reality ...).   
  • Regularly monitors and communicates to field force latest news regarding technical bulletins and developments, including standards and best practices. 
  • Fosters and proactively builds and documents relationships with the industry through suppliers, industry engagement and customers to promote AkzoNobel and leverage these relationships to build trust/ presence and growth in the market.  

Job Requirements

  • Bachelor’s degree in Chemistry, Engineering or related field.
  • 10 years experience in paints and coatings industries with emphasis on application and field support.
  • Minimum 5 years people management experience 
  • Customer facing experience (Technical or Sales)
  • Creative mindset to develop a vision and path for the future
  • Effective communication skills, project management and facilitation in a cross  functional team environment.
  • Proven troubleshooting, root cause analysis and continuous improvement skills/methodology.  
  • Ability to lead and motivate teams to ensure a sense of engagement, urgency and efficient/professional approach is afforded. 
  • Ability to effectively communicate with internal and external customers in a variety of cultures and environments.
  • Proficient in computer applications – MS Office (Excel, Word, PowerPoint, etc.), data analysis, SharePoint and digital tools (Apps, tablets …)  
  • Experience with automated paint application processes and equipment beneficial.
  • Proven process minded approach or familiarity with Six Sigma and/or Lean Manufacturing principles beneficial. 
  • Expected Travel: 30-50% domestic/ international via Car, Train and Air

 

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: 11686 

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Nearest Major Market: Troy
Nearest Secondary Market: Detroit