Job Purpose

To provide first line technical advice to direct accounts, industrial and transport customers, and Shell Sales force on the use of the Shell lubricants portfolio in order to best exploit the technical attributes of Shell products and services to commercial advantage, and to trouble shoot any technical issues

Accountabilities

1. To support to and to secure technical partnership with key direct accounts (gold and platinum)

  • Provide front line technical support to customers and sales staff including problem solving, troubleshooting and application advice for c. 80% of all front line technical issues. This may be pro-active in line with Sales/Marketing effort and business objectives or reactive to customer complaints/claims or used oil analysis. Provide basic failure diagnosis for lubrication related failure (e.g. bearing or gear) where lubricants quality or practices are in question
  • Correctly specify appropriate Shell products to be used for specific applications (vehicles, machinery and equipment), including the specification of equivalent Shell product to replace a competitor’s product, for all lubricants products. Immediate recommendations should be possible for more than 75% of applications, and with use of reference materials and networks, etc. should be possible for 95% of all cases
  • Prepare customer plant/equipment audits, lubrication surveys, product rationalization audits and conduct field trials, as necessary to support the overall business strategy
  • Liaise with local OEMs or local branches of global OEMs, to develop product approvals, only under guidance from the identified OEM ‘owner’ in the Line of Business team (OEM Approval Mgrs) so only for selected global priority approved OEMs
  • Provide HSE, Occupational Health, safety and product disposal advice to customers and front line sales, in line with local legislation requirements. Actively keep up to date with changes in legislation
  • Receive referrals of technical problems or other customer contact from the CSO or THD and work to resolve with the customer. Feedback to the CSO or THD to ensure continual improvement in the fielding of enquiries and understanding of technical issues. Pro-actively up date CSO/THD with key customer or product information
  • Support and act jointly with local Marketing Specialist to enhance our Shell Technology Intimacy image through Sales into the market

2. To drive top and bottom line growth

  • Work closely with local sales and global accounts who have the ‘ownership’ of the customers, to provide appropriate technical support to maintain and gain business in line with business strategy. Carry out joint and solo visits (with knowledge of sales force) to new and existing customers providing technical proposals/assistance to generate sales opportunities, with both existing and new products
  • Drive x/up-sales opportunities through developing and delivering appropriate lubricants training to direct Sales/Marketing staff to develop their expertise, as well as tailored training packages for Gold/Platinum Customers where required
  • Refer complex technical issues to the Senior Lubricants Technical Advisor or to the PAS network for resolution, working with them to ensure issue is completed satisfactorily, with local customer follow up by the Technical staff as necessary
  • Develop and deliver appropriate lubricants training to direct Shell Sales staff to develop their product-application-services expertise
  • Exploiting the use of Sales First tools through integrated T-SPANCOP with Sales one and delivering DVRs according to global needs and guidelines in order to provide proven Technology Leadership or Value Led examples
  • Liaise with Operational Portfolio Managers for product portfolio issues as appropriate and provide/advice alternatives. Manage portfolio harmonization process at customer level, including smooth conversion of customers caused by product introductions and retirements
  • Acting and behaving according to Shell Global Business Principles, Code of Conduct, HSSE standards and rules

Key challenges

  1. Balancing technical requirements with commercial pressures
  2. Working with a reducing product portfolio while meeting customer’s expectations
  3. Self-committing, balancing own learning from others internally (PAS, Senior, EC tools i.e.) and giving technical support externally
  4. Having the ability to distil complex information and to communicate clearly and concisely to others
  5. Managing relationships with key customers and their stakeholders (Platinum/Gold)
  6. Delivers results – accountability. Clear results orientation and capacity to manage self-performance
  7. Competence in problem solving, good decision making skills and ability to find solutions to day-to-day issues
  8. Able to maintain high volumes of contacts, with quick and accurate turnaround time
  9. Demonstrates interpersonal sensitivity and communication (written and verbal) skills               

Qualification & Experience

  • Degree (e.g. BSc, BEng) - engineering or chemistry or comparable technical background skills
  • Two to five years experience in a technical (lubricants & applications) environment depending on job level
  • Good English skill level
  • Experience in a customer facing role (CSO or front line sales) beneficial
  • Demonstrates interpersonal and communication (written and verbal) skills
  • Have engineering knowledge in industry or transport, or related discipline