About this role
What role you will play in our team
Our 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. We expect you to understand the product offer, product applications, product properties and specifications, and product documentation
What will you do
- 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
About You: Skills and qualifications
- Academic Qualification: Bachelor or Masters level graduate, preferably Mechanical and/or Chemical Engineering; Chemist
- Work Experience (preferable but not essential): 2-3 years in roles with an applied engineering work activity e.g. automotive and/or industrial environment, maintenance engineers.
- Familiarity with 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
Your benefits
- An ExxonMobil career is one designed to last. Our commitment to you runs deep: our employees grow personally and professionally, with benefits built on our core categories of health, security, finance, and life.
We offer you:
- Annual bonus and monthly lunch allowance on top of significant base pay
- Financial security benefits like contribution to pension saving plan up to 4.5% of base pay, life insurance or income protection while on sick leave
- Cafeteria plan including Multisport card option
- 25 vacation days (extended for seniority), extra days for bank holidays falling on weekend
- Relocation assistance for candidates from abroad
- Programs for various networks including fami