ExxonMobil

Produces oil, gas, fuels and chemical materials

Products Technology Technologist - Associate

Customer SupportUpdated on Nov 14

Full-timeShanghai, ChinaNo salary listedIn-person

About the Job

Requirements

A Master’s or PhD-level qualification is required; Chemical Engineering is preferred, with Chemist or Mechanical Engineering also named.
Fluent verbal and written English communication is required.
Two to three years of experience in applied engineering work is preferred but not essential, such as in a lubricants or petrochemical laboratory or plant, automotive or industrial environment, or as a maintenance engineer.
Familiarity with chemical analysis, machinery resources, and manufacturing and transportation industries and processes is preferred.
Customer focus and service-delivery orientation are required.
Ability to remain effective in an operational environment under stress is required.
Strong phone communication, interpersonal, teamwork, and coordination capabilities are required.
Problem-solving ability is required.
Ability to work independently and self-motivate is required.
Ability to multitask is required.
Comfort working in a computer and systems desktop environment is required.

Responsibilities

Respond accurately and promptly to inquiries from existing and prospective customers, distributors, and employees through telephone, fax, email, and online chat.
Provide product technical and application advice, including guidance on technical data sheets, material safety data sheets, product content, claims and approvals, and counterfeit-product questions, to support customer retention and product and service margins.
Maintain in-depth knowledge of online product data sheet systems, product information systems, technical specification databases, shared knowledge management databases, and product cross-reference tables to respond quickly and appropriately to queries.
Support marketing and sales initiatives by assisting customers and business partners, and provide market insights and intelligence when appropriate.
Provide sales leads to the appropriate sales channel and maximize upsell opportunities for flagship and premium products through expert technical advice.
Record customer complaints received through the Technical Help Desk, direct them to the appropriate responsible function, and support complaint resolution.
Maintain records of interactions using appropriate Technical Help Desk data-capture tools to enable analysis and gather insights on customer and business segments.
Maintain and support updates to online customer self-help tools, including distributor locators, product selectors, online product data sheets, and online material safety data sheets.
Provide technical proofreading of translated marketing materials in the local language as needed.
Provide technical training internally and externally as required.

Desired Qualifications

A Master’s or PhD-level graduate qualification in Chemical Engineering is preferred; Chemist or Mechanical Engineering is also mentioned.
Two to three years in applied engineering work, such as a lubricants or petrochemical laboratory or plant, automotive or industrial environment, or a maintenance engineering role, is preferred but not essential.
Familiarity with chemical analysis, machinery resources, and manufacturing and transportation industries and processes.

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

About the Company

ExxonMobil

Produces oil, gas, fuels and chemical materials

ExxonMobil produces oil and natural gas and manufactures fuels, lubricants, and chemicals for transport operators, industrial customers, and consumers around the world. Its businesses span resource exploration and production, refineries that turn crude oil into fuels, and plants that make plastics and other chemical materials. The company sells products through wholesale supply agreements and the Exxon, Esso, and Mobil brands, including motor oils for vehicles and machinery. It also sells services that capture, transport, and store industrial carbon dioxide underground. The merged company formed in 1999 from Exxon and Mobil, with roots in earlier oil businesses, and is headquartered in Spring, Texas.

Company size: 10,001+
Company stage: IPO
Headquarters: Spring, TX
Founded: 1999

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