Technical Service Representative

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.

Position based in Tijuana Baja California

Technical Service Business Partner

This role owns the customer relationship and success of AkzoNobel at their specific location, delivering excellent on site face to face service to our customers in all product groups, by  providing TS functional excellence, delivering operational improvement, driving the resale process by quantifying and communicating the value of improvements to both clients and internal sales teams.

Enabling Key Account Manager’s and Sales Managers through proactive collection of market intelligence, both opportunities and threats, through knowledge and promotion of cross product / segment AkzoNobel offer and the quantification of value delivered.

Responsibilities

TS Functional Excellence

• Delivering technical service in line with strategy for all accounts within all product groups, ensuring TS Functional excellence and customer satisfaction.
• Builds technical service excellence through continuous improvement of own technical skills and capabilities – develop understanding of all Metal Coating Products to enable transfer between customers and when required
• Develop, implement and/or optimize work processes and systems, including equipment installation and modification, ensuring customers are able to run more efficiently and improve their operations
• Undertake regular audits and provide customer employee training as appropriate

• Ability to identify opportunities to reduce customer operating costs
• Ability to solve tech issues both process and product within all product groups
• Hand over PSO/RD&I – any product activity/modification
• Maintain good levels of expertise

Business Partnering

• Build positive and mutually beneficial relationships at multiple levels and functions within customer accounts to support the development of joint projects, strategies and action plans
• Understand the customer’s needs and apply expertise and knowledge to provide optimum level of service
• Support KAMs, Sales Managers, Account Managers and customer by proactively answering questions and dealing with complaints when able, or taking ownership for resolution and feedback
• Engage in customer meetings / events as appropriate
• Competence to manage claims – small stuff – accountability
• Consignment stock – all activities that happen at customer plant
• Utilize knowledge, networks and CRM tool to answer stakeholder main worries or debrief on current situations and/or issues
• Ability to capture compatible activities and analyses them

Identification of Sales Leads / Business Development

• Support KAM / Sales Managers/ Account Managers in developing overall account strategy via expert knowledge and customer intelligence gathering
• Actively utilize relationships within customer to promote AkzoNobel Metal Coatings and understand our profile against our competitors within their business
• Attend business review, identify, sell and circle back
• Focus on resale process, working to improve the process
• Ability to quantify the value of benefits of the improvement they have bought
• Large scope of tech sales role
• Demand forecast for plant

Teamwork

• Work closely with sales, marketing and RD&I in delivering technical services initiatives for accounts within all product group areas of Metal Coatings.
• Own trials at customer in partnership with KAM/Sales Manager and RD&I

Requirements

• Bachelor’s degree Desirable; or 10 years of Experience in Field Service/ Sales/ Metal Coatings.
• Basic computer skills; MS Office (MS Word, Excel, PowerPoint), CRM Systems, SAP.
• In depth Experience within a field sales/service role within B2B Coatings
• Understanding of Lean Manufacturing processes
• Must be able to do 75% travel

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: 31856