Technical Service Specialist

Job Purpose

To provide technical advice and support regarding Castrol products and their application. Resolving specific technical problems and providing technical training to internal staff and external customers where required.

Key Accountabilities

•Provide technical support for Castrol products and their field of application and solving specific technical problems. To support the new business development projects for accelerating growth.

 •Be the point of contact for seeking technical support in lubricants and where application requirements are intricate. Answering technical queries ensuring that they are handled quickly and effectively.

 •Develop the technical services offer and provide value added services to distributor/customer in order to improve customer satisfaction.

 •Responder to internal sales and marketing team’s technical needs. Own, analyses, resolve and response technical customer complaints based on available tools and information available in the wider organisation.

 •Proactively provide technical support for sales teams and distributor sales force and customers/consumers. Improve customer experience by providing expert support as well as making proactive interventions to pursue that their benefit is maximised by using our products.

 •Provide expert technical input to marketing in creation of marketing materials, product catalogues, labels and controlling technical text.

•Creation, update and control of lubricant recommendations on make and model basis, per OEM recommendations published on lubrication charts, online tools and mobile phone applications.

•Technical Knowledge Empowerment to the field force through creating or support creating standard training modules. Provide technical training to Sales, customers and distributors.

 •Drive the “Power Products” growth and support launch of new products introduction.

 •Facilitate Product benchmarking exercise against competition & our range. Assist in coordinating all technical issues related to product trials (CVO). Work with the sales force to document the details and outcome of all product trials.

•Support Product Optimisation Programme. •Actively assist sales in resolving any technical issues arising from the use of Castrol products in a timely manner to ensure that the company reputation for quality is reinforced.

•Regular visiting of Customers to resolve problems that they encounter. •Keep abreast with latest technical developments so as to be able to competently provide sound technical support.

•Actively engage technical institutions, technical universities and other regulatory bodies on technical issues to promote Castrol’s identity and image and identify opportunities for new applications or product development.

•Interpretation of laboratory reports.

 Requirement

•A degree in Chemistry, Mechanical Engineering or equivalent.

 •Knowledge of lubricants is essential, preferably with minimum 8 years’ experience in lubricants industry.

 •In order to achieve complete customer satisfaction all technical inquiries that related to Castrol product in service should be acted quickly and effectively.

•Professionally knowledge on products, application, oil industry test standards and their implementation.

 •The job holder is required to give advice on product applications and resolve technical queries by the application of lubrication theory.

•Managing customer technical interfaces including all types of customer / consumer complaints with a high quality service level aiming to maximise customer experience in all aspects.

 •Interpretation and analysis of laboratory tests is required to correctly inform customers / sales staff of the implications.

•Strong report writing ability and well developed observation and results interpretation skills.

•Strong ability to complete tasks with constraints and manage multiple demands/projects.

•Self-motivated to pro-actively initiate and take on tasks and resolve issues when the need arises and not be discouraged by difficult situations;

•Good communication skills with ability to use it effectively and persuasively, and be able to respond professionally to customers queries;

•Good teamwork spirit.