Technical Customer Service Manager

W. R. Grace; Kuantan; On-site; MYR 180,000 - 230,000; Full time

Benefits offered by this job

Medical Insurance

Life Insurance

13th Month Pay

Paid Vacation & Holidays

Job summary

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

The candidate will advise on product selection, support customer acquisition, and lead technical projects, including new product introductions and conference participation. English and Chinese language proficiency are required, with up to 30% travel.

Qualifications

• Master’s degree in Chemical Engineering, Chemistry, Polymer Science or related degree.
• 5–7 years of experience.
• Experience using colloidal silica is favorable.
• English and Chinese language proficiency.
• Willingness to travel up to 30%.
• Experience in product development or technical service.
• Excellent communication and presentation skills.

Responsibilities

• Advise customers on product selection and use across industrial applications.
• Support customer acquisition; act as technical interface between Grace and customers.
• Assist with new product introduction and expansion into new applications.
• Represent Grace at conferences, tradeshows, and technical seminars; prepare presentations and publications.
• Collaborate with manufacturing and process technology teams to resolve technical complaints.
• Lead customer support projects, comparative studies, and new product evaluation; hands-on lab work.
• Provide product and application training to Grace sales and distributor teams.

Skills

English language proficiency

Chinese language proficiency

Communication skills

Presentation skills

Willingness to travel

Education

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

PhD in Chemical Engineering, Chemistry, Polymer Science or related field

Job description

Job Description

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.

Responsibilities

• 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.

Benefits

• Medical Insurance and Dental/Vision Benefits.
• Life Insurance and Disability.
• 13 Month Guaranteed Pay.
• Paid Vacation and Holidays.