Technical Customer Service Manager

W. R. Grace


Date: 57 minutes 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

  • 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

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