Products Technology Technologist - Associate

Exxonmobil Hong Kong Limited; Hong Kong; On-site; HKD 420,000 - 540,000; Full time

Job summary

ExxonMobil Hong Kong Limited seeks a Products Technology Technologist - Associate to act as the frontline lubricant technology contact for customers, distributors, and partners. You will understand the product portfolio, applications, properties, and documentation to deliver expert technical support.

You will maintain systems knowledge for rapid responses, support market initiatives with insights, and contribute to training and translation proofreading as required in a dynamic regional team.

Responsibilities

• Timely and accurate responses to inquiries from customers, distributors, and EM staff.
• Provide expert product technical and application advice with datasheets, MSDS, general product content/claims/approvals, counterfeit product queries, etc, to support customer retention and improve product/service margins.
• Maintain knowledge of systems (on-line PDS, ProMIS, Technical specification databases, shared knowledge management databases, product cross-reference tables) to enable rapid responses to queries.
• Enhance the value of 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

Job description

Products Technology Technologist - Associate

• 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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Over the past 140 years, our company has evolved from a regional marketer of kerosene in the U.S. to one of the largest publicly traded petroleum and petrochemical enterprises in the world. Today we operate in most of the world's countries and are best-known by our familiar brand names: Exxon, Esso and Mobil. We make the products that drive modern transportation, power cities, lubricate industry and provide petrochemical building blocks that lead to thousands of consumer goods.

Over the past 140 years, our company has evolved from a regional marketer of kerosene in the U.S. to one of the largest publicly traded petroleum and petrochemical enterprises in the world. Today we operate in most of the world's countries and are best-known by our familiar brand names: Exxon, Esso and Mobil. We make the products that drive modern transportation, power cities, lubricate industry and provide petrochemical building blocks that lead to thousands of consumer goods.