Join our team at Birla Opus, where we are committed to delivering exceptional quality and customer satisfaction in the Paint Industry. We are currently seeking a highly skilled and experienced Zonal Complaint Manager to oversee technical complaint resolution across our designated zone. The ideal candidate will possess a deep understanding of paint chemistry, application processes, quality control standards, along with exceptional problem-solving abilities and strong leadership skills.
Responsibilities:
1. Technical Complaint Resolution: Take ownership of escalated technical complaints within the assigned zone, leading thorough investigations to identify root causes and implementing effective corrective actions to ensure customer satisfaction.
2. Expert Analysis: Utilize the expertise in paint chemistry and product application to analyse complex technical issues, including Incan complaints, Packing complaints, Work in progress ( Painting in progress complaints), and Post Painting complaints, identifying trends and patterns to drive continuous improvement initiatives.
3. Collaborative Problem-Solving: Work closely with cross-functional teams including production, quality assurance, research and development, and sales to address technical challenges, implement preventive measures, and drive product quality enhancements.
4. Customer Advocacy: Serve as a technical liaison between the organization and customers, ensuring their concerns are understood and addressed promptly, while advocating for their needs and preferences in product development and improvement efforts.
5. Training and Development: Develop and deliver technical training programs for frontline staff, internal teams & Contractors/Painters to enhance their understanding of paint products, application techniques, and quality standards, empowering them to provide superior customer support.
6. Documentation and Reporting: Maintain accurate records of technical complaints, investigations, and resolutions, ensuring compliance with regulatory requirements and internal protocols. Prepare monthly reports on complaint trends, resolution metrics, and performance indicators for management review.
7. Continuous Improvement: Proactively identify opportunities to optimize processes, enhance product quality, and streamline complaint resolution procedures. Regular interaction with these teams on product, quality, and design advancements, ultimately minimizing complaints.
8. Market visits to be conducted at regular intervals to identify any deviations in the application process within the respective zone. Each sales unit should be visited quarterly to discuss complaint trends with the team.
Qualifications:
• Advanced degree in Chemistry, Chemical Engineering, diploma in paint technology or related field preferred.
• Minimum of 5-7 years of field experience in a technical role within the paint industry, with a focus on product quality, technical support, and complaint resolution.
• In-depth knowledge of paint chemistry, formulation, application techniques, and quality control processes.
• Strong analytical and problem-solving skills, with the ability to dissect complex technical issues and implement effective solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and communicate technical concepts to non-technical stakeholders.
• Proven leadership abilities, with experience in managing and directing teams to achieve common goals.
• Certification in quality management (e.g., Six Sigma, Lean) is highly desirable.
• Willingness to travel within the assigned zone as needed
