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Technical Advisor & Helpdesk Agent - Virtual/Work from home

Houston - Westhollow Technology Center

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Technical Advisor & Helpdesk Agent - Virtual/Work from home

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Reference ID 127455BR_EN Updated 27/11/2019 Employment Type Full Time Experience level Experienced Professionals
Country United States City/State Houston - Westhollow Technology Center Work Location Houston - Westhollow Technology Center

The Role

Where you fit in
Global Commercial (GC), Americas is leading a transformational business growth agenda. The GC B2B business is a key Accelerated Growth strategic lever and aspires to double its bottom-line results by 2025.
Accelerating people capability, subject matter expertise and speed to high performance are critical success factors. The B2B business is investing in its people development and has created a new People Development Program designed to accelerate and sustain the development of Sales and Technical skills across the B2B organization.

What’s the role?
As a Virtual Technical Advisor, you will provide first line technical advice to direct and Indirect accounts, industrial and transport customers, and Shell sales force on the use of the Shell lubricants portfolio and equipment applications in order to best exploit the technical attributes of Shell products and services to commercial advantage and to trouble shoot any technical issues. To provide the Distributor Technical Advisor with coaching in the use of Shell products and services in support of Industrial growth and Indirect Channel growth initiatives. This role is intended to provide both virtual and face to face support of our direct and indirect customers.

  • To support and to secure technical partnership with key direct accounts (gold and platinum) and provide coaching to the Distributor Technical Advisor.
  • Provide front line technical support to customers and sales staff including problem solving, troubleshooting and application advice for 70% of all front line technical issues. This may be pro-active in line with Sales/Marketing effort and business objectives or reactive to customer complaints/claims or used oil analysis. Provide basic failure diagnosis for lubrication related failure (e.g. bearing or gear) where lubricants quality or practices are in question.
  • 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 competitor’s product, for all lubricants products. Prepare customer plant/equipment audits, lubrication surveys, product rationalisation audits and conduct field trials, as necessary to support the overall business strategy.
  • Liaise with local OEMs or local branches of global OEMs, to develop product approvals, only under guidance from the identified OEM ‘owner’ in the Line of Business team (OEM Approval Mgrs) so only for selected global priority approved OEMs.
  • Provide HSE, Occupational Health, safety and product disposal advice to customers and front line sales, in line with local legislation requirements. Actively keep up to date with changes in legislation
  • Receive referrals of technical problems or other customer contact from the CSO or THD and work to resolve with the customer. Feedback to the CSO or THD to ensure continual improvement in the fielding of enquiries and understanding of technical issues.
  • Pro-actively up date CSO/THD with key customer or product information.
  • Support and act jointly with local Marketing Specialist to enhance our Shell Technology Intimacy image through Sales into the market.
To drive top and bottom line growth.
  • Work closely with local sales and global accounts that have the ‘ownership’ of the customers, to provide appropriate technical support to maintain and gain business in line with business strategy. Carry out joint and solo visits (with knowledge of sales force) to new and existing customers providing technical proposals/assistance to generate sales opportunities, with both existing and new products.
  • Drive x/up-sales opportunities through developing and delivering appropriate lubricants training to direct Sales/Marketing staff to develop their expertise, as well as tailored training packages for Gold/Platinum Customers where required.
  • Refer complex technical issues to the Team Lead, Sector Lubricants Technical Advisor or 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.
  • Develop and deliver appropriate lubricants training to alliance distributors and direct Shell Sales staff to develop their product-application-services expertise.
  • Exploiting the use of Sales First tools (CRM, SPANCOP, Standard Documentation templates, DVRs) according to global needs and guidelines in order to provide proven Technology Leadership or Value Led examples.
  • Liaise with Operational Portfolio Managers for product portfolio issues as appropriate and provide/advice alternatives. Manage portfolio harmonisation process at customer level, including smooth conversion of customers caused by product introductions and retirements.
  • Acting and behaving according to Shell Global Business Principles, Code of Conduct, HSSE standards and rules.

What we need from you
  • Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
  • Bachelor’s degree in engineering, chemistry or comparable technical background skills.
  • Minimum (2) two years experience in a technical lubricants & applications environment.
  • Experience in a customer facing role (CSO or front line sales) beneficial.
  • Demonstrates interpersonal and communication (written and verbal) skills.
  • Have engineering knowledge in industry or transport, or related discipline.
  • This position is a Virtual/Work from home.
  • This position requires some overnight travel from home base. Up to 30%, usually an overnight stay.

Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals. As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business. Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.

An innovative place to work

There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.

Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.

Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

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