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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
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