Job Description

Role Summary

ROLE SUMMARY

• Technology Support Engineers work as the front line lubricant technology contact for fast and effective technical information, guidance and support for customers, distributors, field sales force and business partners.
• Technology Support Engineers are required to understand the product offer, product applications, product properties and specifications, and product documentation.

KEY DELIVERABLES

• Timely and accurate responses to all inquiries (via telephone, fax, email, on-line chat, as appropriate) from existing and prospective customers, distributors, and EM staff.
• Provide expert product technical and application advice (eg providing or expanding on technical data sheets, MSDS, general product content/claims/approvals, counterfeit product queries, etc, to support customer retention and improve product/service margins
• Maintain in-depth knowledge on systems (on-line PDS, ProMIS, Technical specification databases, shared knowledge management databases, product cross-reference tables, etc) to enable rapid and appropriate response to queries.
• Enhance the value of key marketing and sales initiatives by providing customer and business partner support, including market insights and intelligence where appropriate
• Provide sales leads to appropriate sales channel. Maximize upsell opportunities on Flagship and Premium product through expert technical advice
• Record any customer complaints received via the Technical Help Desk, to direct to the appropriate responsible function, and support in complaint resolution
• Maintain records of interactions through appropriate THD data capture tool(s), to enable analysis and collection of insights on customer/business segments as required
• Maintain familiarity and support updating of on-line customer self-help tools (eg Distributor locator, product selectors, on-line PDS, on-line MSDS, etc) to support customer queries and provide additional technical information where appropriate
• As needed, provide technical proofreading of translated marketing materials in local language
• Provide technical training, both internally and externally, as required

Requirements

• Academic Qualification: Masters or PhD level graduate, preferably Chemical Engineering; Chemist or Mechanical Engineering
• Fluent in English communication verbally and in written
• Work Experience (preferable but not essential): 2-3 years in roles with an applied engineering work activity e.g. lubes or petrochemical lab or plant, automotive and/or industrial environment, maintenance engineers. Familiarity with chemical analysis, machinery resources, manufacturing and transportation industries and processes.
• Customer focus, service delivery oriented
• Stress resistant, effective in an operational environment
• Excellent (phone) communication / interpersonal / team working / coordination capacities
• Problem solving
• Self-motivated and independent
• Ability to multi-task
• Comfortable working in a computer/systems desktop environment