Technical Support Specialist

4 weeks ago

Shanghai, Shanghai, China JM Huber Corporation Full time

Job Summary

The Technical Support and Development Manager - Consumer Care will support Sales to maintain base business and deliver new wins to meet/exceed the Operation Plan & Budget for CC sales at Direct Customer Accounts & Distributors in APAC Region.

Key Responsibilities

  • Provide superior technical support to customers and CP Kelco sales force.
  • Stimulate growth on key Consumer Care market segments at Direct and Distribution accounts.
  • Work closely with APAC Sales and Marketing to drive opportunities and growth at Consumer Care customers.
  • Work closely with Global Labs on customer-driven Consumer Care opportunities.
  • Support short-term regional Technical Support Requests (TSRs) from Shanghai lab.
  • Develop, Grow, and Monitor the opportunity pipeline of projects related to direct and distribution CC accounts.
  • Capture and maintain opportunities as new development, gain share, or defense projects in CRM (Salesforce).
  • Turn New Developments Projects and opportunities into successful commercial projects to meet profitable growth targets.
  • Support on/Carry out trials at customers' facilities where required.
  • When necessary, initiate Technical Support Request projects in CP Kelco application labs.
  • Listen and probe with customers to find new application spaces for CPK products and Innovation.
  • Work across CPK Matrix of Regional/Strategic Marketing, Business Development, Innovation to drive adoption of CP Kelco products in new Consumer Care applications.
  • Provide Voice of Customer (VOC), Competitive Insights, and Voice of Market (VOM) from customers and the market to internal CPK stakeholders.
  • Support Sales on Value Selling CP Kelco Hydrocolloids into given applications.
  • Arrange samples and specifications for customers to progress technical projects.
  • Handle sales managers' customers' questionnaires and complaints using CP Kelco systems.
  • Initiate and deliver seminars relating to core CC applications and focus areas.
  • Keep customers (and potential distributors) updated about new CP Kelco products and concepts.
  • Submit 'Ideations' to be scoped for future growth areas within CC for CP Kelco.
  • Attend appropriate trade shows.
  • Present lectures at training courses/conferences.

Requirements

  • Chemical Engineer/Chemistry.
  • Chemical background to understand CP Kelco products and other additives properties, interactions, and functionalities across CC applications.
  • Minimum 5 years in a technical support function, including regular contacts with clients, ideally in an international context, especially in the specialty chemical businesses/consumer goods application areas.

Experience in working within a Technical Sales/Technical Support function selling solutions into Consumer Goods applications.

Good communication and language skills. Fluency in spoken and written English.Ability to work in a project mode and be analytic in their approach.Willingness to innovate.Technical skills: Full understanding of CP Kelco products, applications, and related processes.Project Management skills (planning, prioritization, deadline, and result-oriented).Customer focus with the ability to travel approximately 40% of their time.Working knowledge in Microsoft Word, PowerPoint, and Excel.Ability to work effectively with CP Kelco CRM tool (Salesforce).Ability to communicate technical solutions clearly and concisely across different cultures and maturity levels.Curious and ability to ask probing questions at customers.Self-motivated and having initiative to carry out projects from inception to finish.Proactive & Can-do spirit.Open-minded: open to new ideas and suggestions (either from customers or internally) and takes others' input seriously.Creative: to solve customers' issues or answer their needs.Analytical.Good interpersonal and public speaking skills for handling customer enquiries, product/concept presentation, and training.Team spirit and ability to work in a Matrix organisation.Learning approach.Good adaptability to changes: the market and the organisations (customers & CP Kelco) are changing all the time.Honesty and Integrity.

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