Technical Commercial Business Partner (Sri Lanka, Pakistan & India markets)

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 existing customers. The role also to support local commercial efforts to maintain existing business and to help secure new business as mandated by the organization.

Key Accountabilities

 

• 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. Lead local commercial efforts to maintain existing business and to secure new business, in liaison with the regional sales manager
• 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.
• Be able to discuss commercial topics including pricing, stock management, forecast, intervention to secure payment, in coordination with the regional sales manager
• Work closely with the customer service team to ensure timely product availability for customers
• Promote the positive company reputation and develops long-term relations with customers. Hold and defend the values of the company.
• Get familiar with 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

Key Activities

 

• Delivers training to customers on the use and application of the company products, equipment and documentation both on-site at the customer’s location and within the training center.
• Conducts demonstrations of products and transfers the knowledge on AkzoNobel processes as well as on technical problem solving to the customers.
• Performs technical scans and audits at designated customers.
• Actively participates, together and as peer to allocated Sales Representative, in key phases of the sales process to prospects.
• Support efforts to discuss local commercial topics including pricing, stock management, payments in coordination with regional sales manager
• Work with customers to secure rolling forecast on monthly basis to ensure timely supplies for customers
• Assist the regional sales manager in maintaining excellent business relations for ongoing business at current customers and to help secure new business opportunities available in the local market
• Work closely with the regional technical team to ensure appropriate service to existing and new customers
• Liason with customer service team to ensure timely availability of product at customer sites
• Conducts and/or assists in the testing process as well as in the implementation of new products and technologies.
• Supports product development with prototype selection advice and test market execution.
• Maintains allocated technical company equipment in a safe and proper manner.
• Advises to the upper management on training types, recruits participants for the relevant technical courses and gains commitment for customer attendance.

Experience

 

• Paints & Coatings industry experience, any B2B industry environment, customer / segment profiling
• 3-5 years of work experience in technical services and support
• 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
• Problem solving skills, stakeholder management, creating value propositions, communication and presentation, commercial and business acumen, basic understanding of financial concepts related to sales and cost to serve