at Shell
CommoditiesPosted 3 days ago
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**Indirect Lubricants Technical Coach** - **Role:** 80% distributor coaching, 20% complex customer technical support, supporting business growth with Shell products and expert training. - **Responsibilities:** Develop distributors' technical capability, provide product application training, manage customer claims, collaborate with sales teams, and ensure safety and legislative compliance. - **Requirements:**Engineering degree, 2-5 years' lubricants & application experience, proven track record in technical & commercial competence development, strong communication skills, English essential, Chinese and Malay advantageous. - **Seniority:** Experienced Professionals
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Full Job Description
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Whats the role
This is primarily a coaching and competency development rather than a front line role. To build technical capability with go forward distributors (80%). To give the appropriate direct support for complex technical issues of distributor customers (20%).
What youll be doing
- To build technical capability with go forward distributors (80%)
- Main focus is to build up and develop the technical competencies of the DTA (Distributor Technical Advisors within the distributor organization) who will be able to 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 competitors product. In short time, the DTA will be able to give immediate recommendations for more than 75% of applications by him/herself.
- Jointly with IC Sales AM, provide appropriate training course and field coaching for the DTA using the global standard modules and guidelines included in the DVP program, in order to increase Value Led Selling, x/up-selling approach and mindset referring to our Shell products and to build up consistent technical skills and competences in the distributor staff through continuous coaching in the field and communication.
- Work closely with local IC sales AM who have the ownership of the distributors, to provide appropriate technical coach to maintain and gain business in line with business strategy. Carry out joint visits with Technical and/or sales resources of the distributor to new and existing customers providing field technical coaching to generate sales opportunities, with both existing and new products.
- Build up with DTA confident knowledge and promote the use of Product Plus and on-line Service tools such as LubeMatch and LubeAdvisor to get self-capability to manage customers technical queries and troubleshooting.
- Advise on the relevance to equipment service life & maintenance action requirements associated with pre-interpreted oil analysis results (LubeAnalyst service tool).
- Develop and deliver appropriate lubricants training to indirect Shell Sales staff to develop their product-application-services expertise.
- To give the appropriate direct support for complex technical issues of distributor customers (20%)
- Intervene and provide direct support in case of complex technical issues or customer claims.
- Provide the appropriate technical support and Services to IWS (B2C business channel) in line with product portfolio and approvals.
- Provide HSSE, Occupational Health, safety and product disposal advice to distributors to handle customers and front-line sales in line with local legislation requirements. Actively keep them up to date with changes in legislation.
- Refer complex technical issues 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.
- Feedback to PAS on: business cases, field evaluations, technical market information and trends, competitor activities, customer feedback. It is a key responsibility of the ILTC to work with the PAS network to develop the delivery of cross border second line support for lubricants.
- Exploiting the use of Sales First tools through integrated SPANCOP with Sales and delivering DVRs according to global needs and guidelines, in order to provide proven Technology Leadership and to enhance Technical Intimacy image or Value Led examples.
- Receive referrals of technical problems or complaints from the distributor as well as from CSO/THD and work to resolve them through the source or, if relevant, directly with the customer. Feedback to the source originator to ensure continual improvement in the fielding of enquiries and understanding of technical issues.
- Liaise with Operational Portfolio Managers for product portfolio issues as appropriate. Manage portfolio harmonisation process at distributor level.
- Acting and behaving according to Shell Global Business Principles, Code of Conduct, HSSE standards and rules.
What you bring
- Degree (e.g. BSc, BEng) - engineering or comparable technical background skills
- Two to five years of experience in a technical (lubricants & applications) environment
- Proven track record in technical and commercial competence development in B2B environment
- Experience in distributor management beneficial (i.e., DICE training)
- Good command of English is essential
- Chinese and Malay Language skills will be advantageous
- Demonstrates interpersonal and communication (written and verbal) skills
What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. Youll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. Youll be able to balance your priorities as you become the best version of yourself.
Progress as a person as we work on the energy transition together.
Continuously grow the transferable skills you need to get ahead.
Work at the forefront of technology, trends, and practices.
Collaborate with experienced colleagues with unique expertise.
Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
Benefit from flexible working hours, and the possibility of remote/mobile working.
Perform at your best with a competitive starting salary and annual performance related salary increase our pay and benefits packages are considered to be among the best in the world.
Take advantage of paid parental leave, including for non-birthing parents.
Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
Grow as you progress through diverse career opportunities in national and
international teams.
Gain access to a wide range of training and development programmes.
We'd like you to know that Shell has a bold goal: to become one of the worlds most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
Shell in Malaysia
Shell has been a partner in fueling Malaysias progress for over 130 years. Our journey with the nation is intertwined in as much as Shell has played a role in growing the countrys energy sector, Malaysia has also played a significant role in the companys progress.
Our business has diversified from a modest kerosene venture to a group of companies engaged in every aspect of the modern oil and gas business.
Today, Shell maintains a strong multi-faceted presence in the country through our longer-term investments, innovation-sharing, and impact to local communities.
We helped pioneer Malaysias oil and gas industry and fueled its growth. We discovered Malaysias first oil onshore, then took the industry offshore, and most recently into the technically-challenging depths of Deepwater.
Shells strong retail network fuels the journeys of millions of Malaysian motorists every day. In fact, Shell is even able to offer one of the most differentiated fuel and lubricant products, some of which were pioneered right here in the country.
We fueled the ambitions of Malaysians: whether the generations of retail business partners; thousands of Shell scholars over the years; young entrepreneurs from our LiveWire programme; or Shell staff and alumni who are Malaysian luminaries today.
Shell continues to be one of the top employers in Malaysia with thousands employed in our upstream, midstream and downstream businesses, as well as in our service and support functions.
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