Tasks and Responsibility:
- Manage the process of handling and resolving complaints, overseeing the organization of files and folders related to product complaints and ensuring all necessary information is captured systematically.
- Act as the main point of contact for site support technicians and engineers during complaint investigations and root cause analysis, providing direction and managing tasks for efficient resolution of issues.
- Define, assign, and oversee the implementation of corrective and preventive actions against complaints, ensuring that these are comprehended and carried out by the relevant personnel, particularly by site support technicians and engineers.
- Oversee and maintain comprehensive records of complaint investigations, resolutions, and preventative actions, ensuring traceability and easy access for future reference.
- Regularly monitor factory activities, working in collaboration with site support technicians and engineers to ensure compliance to required manufacturing processes and assigned preventative actions.
- Manage the generation of SDS and GHS documentation, coordinating tasks with the designated technical support engineer, and providing necessary guidance and direction.
- Foster a culture of safety in line with the company's HSE policy, conducting regular safety walks in the laboratory, and addressing any concerns and violations with appropriate managers.
- Maintain comprehensive records of all investigative and technical work undertaken, ensuring traceability for all involved.
- Deliver training to site support technicians, engineers, and the designated technical support engineer to enhance their skills and knowledge for effective performance, particularly in complaint investigations.
- Facilitate the development and implementation of necessary changes to processes or procedures in response to complaint investigations, ensuring these are communicated effectively to all relevant personnel, especially site support technicians and engineers.
- Conduct weekly safety walks in the lab, promptly addressing concerns and violations with the appropriate managers, and ensuring the overall adherence to safety policy.
Qualifications:
- The Jobholder must be a graduate in chemistry from a recognized university.
- 10 years of experience in construction chemicals industry handling a senior role in Quality Control and/or technical support functions.
- Experience in chemical construction products and building materials preferred.
- Good communication skill in multiple languages at various levels
- Fluent in basic computer skills (Word, Excel, Power Point)
- Well acquainted with international standards and lab equipment pertaining the testing of Construction Chemicals
- Ability to drive with a valid driving license is preferable.
- Good knowledge in testing and application of various construction chemicals product portfolios.
- Good understanding of various raw materials associated with construction chemicals, their chemistry and functions in the product formulations.
- Good interpersonal skills to effectively communicate the matters related to customer complaints with relevant departments/personals and thereby resolving the issues in a timely manner.
