Dubai, United Arab Emirates
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What’s the role?
As a Cluster Technical Manager, you'll play a crucial role in driving our business forward by securing technical partnerships and providing expert support to key direct accounts. You'll be expected to join forces with Sales and Marketing to team achieve business objectives, foster and grow HSSE culture as well as support commercial excellence journey.
Your responsibilities will include diagnosing lubrication-related failures, specifying appropriate Shell products, and conducting customer audits and field trials. You'll collaborate closely with sales and marketing teams to enhance product knowledge and drive value selling. Additionally, you'll manage technical issues, deliver training, and document customer value delivery through testimonials. You'll ensure top-notch customer satisfaction and contribute to our continuous improvement in commercial excellence. Join us if you're passionate about making a significant impact through technical excellence and innovative solutions!
Your accountabilities are:
Technical Partnership and Support:
Secure and support technical partnerships with key direct accounts.
Provide front-line technical support to customers and sales staff, including problem-solving, troubleshooting, and application advice for 80% of all front-line technical issues. This support may be proactive, in line with Sales/Marketing efforts and business objectives, or reactive to customer complaints/claims or used oil analysis.
Offer basic failure diagnosis for lubrication-related failures (e.g., bearing or gear) where lubricant quality or practices are in question.
Correctly specify appropriate Shell products for specific applications (vehicles, machinery, and equipment), including specifying equivalent Shell products to replace competitors' products.
Support the sales and marketing community by working to enhance product knowledge, ensuring they are well-equipped to promote and sell Shell products effectively.
Customer Engagement and Audits:
Prepare and conduct customer plant/equipment audits, lubrication surveys, product rationalization audits, and field trials to support the overall business strategy.
Liaise with local OEMs or local branches of global OEMs to develop product approvals, under guidance from the identified OEM ‘owner’ in the Line of Business team (OEM Approval Managers).
Health, Safety, and Environmental (HSE) Compliance:
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 (customer service operations) or THD (technical help desk) and work to resolve them with the customer. Provide feedback to the CSO or THD to ensure continual improvement in handling enquiries and understanding technical issues.
Sales and Marketing Collaboration:
Support and collaborate with local Marketing Specialists to enhance Shell Technology Intimacy through sales into the market, driving top and bottom-line growth.
Work with customers to document value delivery through testimonials, showcasing the benefits and successes achieved with Shell products and services.
Work closely with local sales and global accounts to provide appropriate technical support to maintain and gain business in line with business strategy.
Conduct joint and solo visits (with knowledge of the sales force) to new and existing customers, providing technical proposals/assistance to generate sales opportunities with both existing and new products.
Drive cross/up-sales opportunities by developing and delivering appropriate lubricants training to direct Sales/Marketing staff to enhance their expertise, as well as tailored training packages for Gold/Platinum Customers where required.
Support continuous improvement in commercial excellence by focusing on value selling, helping to drive better business outcomes through a value-oriented approach.
Technical Issue Resolution:
Refer complex technical issues to the Senior Lubricants Technical Advisor or the Global Product Experts for resolution, ensuring issues are resolved satisfactorily, with local customer follow-up by the Technical staff as necessary.
Develop and deliver appropriate lubricants training to direct Shell Sales staff to enhance their product-application-services expertise.
Developing Technical Activities and Services:
Develop and implement technical activities and services that enhance the customer value proposition, ensuring these initiatives align with business objectives and customer needs.
Exploit the use of Sales First tools through integrated CRM tools with Sales One and deliver customer testimonials according to global needs and guidelines 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 harmonization processes at the customer level, including smooth conversion of customers caused by product introductions and retirements.
*Ability to travel up to 30% of the time to key markets, including Iraq, Kazakhstan, Qatar, Uzbekistan, and Kuwait.
What we need from you
To succeed in this role, you will have:
Degree in Engineering, Chemistry, or a comparable technical field.
10 years + proven track record of technical experience in lubricants and their applications.
Experience in a customer-facing role is beneficial, demonstrating strong interpersonal and communication skills.
Ability to build and maintain relationships with distributors, customers, and both internal and external stakeholders.
Demonstrated negotiation skills to effectively manage and resolve conflicts, and to secure beneficial agreements.
Strong analytical and problem-solving skills to diagnose and address technical issues.
Experience in developing and delivering technical training to sales and marketing teams.
Understanding of commercial principles and the ability to apply them to drive business growth.
Ability to adapt to changing business environments and customer needs.
More about Shell
An innovative place to work
There’s never been a more exciting time to work at Shell.
Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.
An inclusive place to work
To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
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.
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