Technical Customer Service Manager
W. R. Grace
Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
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.
The position is a TCS Manager role that provides technical advise and support to both external and internal customers on colloidal silica application.
Responsibilities
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.
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.
- 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
- 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%)
- PhD in Chemical Engineering, Chemistry, Polymer Science or related degree
- Medical Insurance and Dental/Vision Benefits
- Life Insurance and Disability
- 13 Month Guaranteed Pay
- Paid Vacation and Holidays
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