Executive N - Cust. Service Technologist

Job description

External

Job Purpose

CSE is a regional resource & will be responsible for Complaint handling in his region. He will support the front line in critical complaints. He will attend the complaints along with TSE and will identify the root cause of the complaint and provide solution to the customer. He will support to the TSEs on phone to provide technical assistance. Business Responsibility Areas

• CSE is technical resources and provide technical support to front line either through site visits or over the phone.
• CSE attend the complaint proactively if somebody is new in the system or on demand even an experienced TSE (Territory Sales Executive) is not able to understand the complaint technically.
• As a Trainer
• Basis on experience Conducting PTP for now joinees & conducting Shop Meets, Painter Meets & Dealer meets and educate them about right product usage and New products etc.
• Keeping an eye on complaint trend and immediately highlighting any defective batch and hence restricting possible complaints from the field.
• Also, Capturing Market Practices, Conducting Color Sure Audits and sharing the reports to Sales team as preemptive measures to stop complaints from the field.
• Duplicate Material / Counterfeiting issues – CSE immediately provides field support to legal team in decided protocol and we have done successful raids in the past against such people or Manufacturer
• Testing New products / Formulations
• Working along with R&T to test new products or formulations on the field before launch of the product Qualification
• Post-Graduate or Graduate in Science (Chemistry) and / or Diploma in Paint Technology