Technical Support Manager

OUR CLIENT

On behalf of our client, we are seeking an experienced Technical Support Manager based in Germany where you will be joining an international automotive lubricants company.

With their ambitious growth plans, they are looking for new team members who are up to the challenge of making our client a global leader of automotive lubricants, all while making an impact in the industry and communities in which they work.

THE ROLE

Providing field-based technical support and advice to customers (Automotive, Industrial, OM, OEMs, GAs etc.) and other business partners.

Support other functions (e.g. Sales, Marketing etc.) with technical related issues.

KEY RESPONSIBILITIES

• Provide first class level technical support to Sales force, distributors, customers, OEMs, GAs.
• Strong commercial awareness, utilizing any opportunity for extending and / or uplifting of business
• Ownership of P5 (Technical Account Plan).
• Developing and maintaining technical network within Customer organizations.
• Deep knowledge of Products and Services and their applications.
• Recommending products and Services substituting competitor products, Selecting the best products and services to customer applications.
• Providing Customer Benefit Solutions based on own knowledge and experience.
• Planning and Delivering customer trainings and presentations.
• Support of Plant Audits, Field Trials, OEM management
• Supporting complex technical issues and Quality Complaints.
• Support of relevant customer events (e.g. product launches, customer days, campaigns etc.).
• Providing market feedback (from customers, OEMs) back to R&T through Product Technology Manager.
• Provide Sales with relevant information on any potential sales opportunity identified.
• involvement in Quality issues (mainly Customer Quality Complaints).
• Knowing when and to whom escalate complex technical issues beyond own competence / skills.
• Act and behave in line with values and procedures, sticking to local regulations and QHSE rules.

KEY CHALLENGES

• Proper customer / OEM management based on understanding customer type (e.g. banding) and background.
• Speak customer language (i.e. using solution benefit approach rather than product features), creating advanced solution utilizing technology, products and services.
• Keep right balance between technical solution and Commercial aspects.
• Proper prioritization and planning of own tasks, aligning with Sales priorities.
• Proper understanding of Customer needs through relevant tools.
• Understanding own capability (limitations) handling complex queries and making proper escalation.

KEY SKILLS

• 1+ years of Lubricants or other relevant experience (3+ years for L2).
• Customer facing experience is beneficial.
• Language skills : XXX, English. Others are beneficial.
• Superior communication skills (written and verbal), good presentation skills.
• Deep Product and application knowledge, good Commercial Awareness

Offer

A stimulating international working environment with challenges and career development.

For this position, the client will offer a motivational salary package to the successful candidate for this recruitment process.