Technical Customer Service Manager

W.R. Grace & Co.; Kuantan; On-site; MYR 150,000 - 210,000; Full time

Job summary

W.R. Grace & Co. seeks a Technical Customer Service Manager in Kuantan, Malaysia to provide expert technical advisory on colloidal silica. You will collaborate with global TCS and commercial teams, support new product introductions, and represent Grace at technical events.

The role requires a Master’s degree in a related science, 5–7 years of experience, and fluency in English and Chinese. Travel up to 30% is expected to meet customer needs and project objectives.

Qualifications

• Strong technical advisory capability for customers on colloidal silica applications.
• Excellent written and verbal communication in English and Chinese.
• Ability to translate technical issues into actionable solutions for customers and internal teams.

Responsibilities

• Advise customers on product selection and use in industrial applications.
• Act as technical interface between Grace and customers with commercial and technical teams.
• Support new product introductions and expand product use in new applications.
• Represent Grace at conferences, trade shows and seminars, and contribute to publications.
• Collaborate with manufacturing and process technology to resolve technical complaints.
• Lead customer support projects, benchmarking, and lab-based evaluation activities.

Skills

Technical communication

English proficiency

Chinese proficiency

Presentation skills

Project coordination

Education

Master's degree in Chemical Engineering, Chemistry, Polymer Science or related field

Job description

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W.R Grace is seeking a Technical Customer Service (TCS) Manager to join our Materials Technology Business & TCS team. This role reports to the Regional TCS Lead and is located in Kuantan, Malaysia.

The position is a TCS Manager role that provides technical advise and support to both external and internal customers on colloidal silica application.

• Advise customers on the product selection and use in various industrial applications including catalyst manufacturing, functional additives, processing aids, coatings & paints, inorganic binder, etc.
• Support customer acquisition. Act as technical interface between Grace and customers by cooperating closely with commercial and technical functions.
• Support new product introduction and expand existing product use in new applications.
• Represent Grace at conference, trade shows and technical seminars including preparation of presentations and publications. Communicate customer interaction and industry insights to Grace R&D and Marketing for new product innovation and improvement of existing products.
• Collaborate with manufacturing and process technology teams to resolve technical complaints. Contribute ideas and support product quality and productivity improvement initiatives.
• Lead customer support projects, comparative studies & competitor benchmarking, application development work and Prism new product evaluation. This will require hands-on time spent in the laboratory.
• Provide product and application training to Grace sales and distributor sales team.

Physical Requirements and Environment

• Ability to follow safety protocols and standards working in a laboratory environment with highly hazardous materials
• Ability to follow safety protocols and standards working in a pilot plant facility with highly hazardous materials
• Must be able to stand, walk, sit, climb, balance, stoop, kneel, crouch, crawl, and climb stairs and ladders over 100 ft.
• Must be willing to wear PPE (Personal Protective equipment) including but not limited to hard hat, protective eyewear, steel-toed boots, hearing protection, Level A suit, full face respirator

Required Qualifications

• Master’s degree in Chemical Engineering, Chemistry, Polymer Science or related degree
• 5-7 Years of experience
• Prior experience working in industry using colloidal silica is favorable.
• Having application knowledge in catalyst development or manufacturing is an advantage.
• Experience in product development or technical service.
• Proficiency in English and Chinese language.
• Excellent communication and presentation skills are critical success factors.
• Must be able to travel as required by business needs (up to 30%)

Preferred Qualifications

• PhD in Chemical Engineering, Chemistry, Polymer Science or related degree
• Medical Insurance and Dental/Vision Benefits