锦鲤求职岗位描述
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