Executive N - Customer Service Technologist

Job overview

This position is for a regional customer service technologist who will handle complaints in the assigned area and back up the frontline team on complex technical issues. The role focuses on diagnosing problems at customer sites, guiding field executives over phone when needed, and delivering practical solutions that address the root cause of complaints.

What the role involves

• Serve as a technical support resource for frontline teams through site visits as well as remote assistance.
• Take charge of complaints when a new team member needs help or when an experienced Territory Sales Executive is unable to resolve an issue technically.
• Conduct training and knowledge-sharing sessions for new joiners, including PTP, shop meets, painter meets, and dealer meets, with emphasis on correct product application and new product awareness.
• Track complaint patterns to spot possible defective batches early and help reduce field issues.
• Observe market practices, carry out Color Sure audits, and share findings with the sales team as preventive action against future complaints.
• Support legal teams on duplicate material and counterfeiting cases by providing field-level assistance as per the agreed protocol.
• Work with the R&T team to test new products and formulations in the field before launch.

Qualifications

The role calls for a graduate or postgraduate degree in Science, preferably Chemistry, or a Diploma in Paint Technology.

Additional information

Location: Bhopal, Madhya Pradesh, India. Area of work: Customer Centricity. Job ID: 14827.