Description

About the Role

As Technical Service Representative for Target Customer Group Infrastructure and Energy, you will be providing full technical support to domestic and associate customers across the whole Southeast Asia (SEA) region, maintaining high service standards in alignment with regional business objectives is essential for customer success and retention. 

You will also help us to implement a service-oriented sales strategy to identify value added specifications for both buying and non-buying accounts. In this role, you will be in close collaboration with internal and external stakeholders, e.g. supporting in customer trials and improving production processes. In this role you will be located in our Malaysia site in Johor Bahru.

Key Responsibilities

Technical Service Support

• Conducting on-site visits: Travel to customer locations or remote to perform inspections, technical evaluations, commissioning, or re-work of application, which may require physical effort and exposure to various working conditions.
• Diagnosing and resolving complex issues: Act as a primary point of contact for technical inquiries and escalated issues from customers, using advanced diagnostic techniques to identify and resolve related issues.
• Providing timely guidance: Assist customers via phone, email, or in-person visits with step-by-step solutions for trials and troubleshooting of product application.
• Troubleshooting and Issue Resolution: Utilize advanced diagnostic tools and techniques to identify, diagnose, and resolve complex technical problems, including conducting root cause analysis (RCA) on recurring issues to implement long-term solutions.
• Documentation and Knowledge Management: Accurately document all customer interactions, technical issues, and resolutions updated in the system. Create and maintain technical documentation, manuals, FAQs, and knowledge base articles for both internal and external use.
• Collaboration and Escalation: Collaborate with cross-functional teams, including customer service, production, research and development and other various functions, to escalate complex issues and drive product/service improvements.
• Project Support: Assist with the planning, coordination, and implementation of new infrastructure projects and new product trials/applications.
• Compliance and Safety: Ensure that all operations comply with relevant laws, regulations, and safety (EHS) requirements in the infrastructure and energy sector.
• Customer Relationship Management: Manage customer expectations and ensure a high level of customer satisfaction by providing timely and effective communication and provide sustainable coating solutions to customers. 

Requirements

What We’re Looking For

• Several years’ experience within a similar role, with technical service-related tasks in Infrastructure and Energy in a manufacturing / global industrial environment.
• Experienced professional in anti-corrosion and materials protection industries, specializing in blasting, painting, coating, insulation, and passive fireproofing (PFP) applications.
• Skilled in a wide range of coating systems including Pipeline Multilayer Coatings, and Pipeline Internal Flow Coatings, as well as high-temperature painting/coating.
• Experienced in hot and cold insulation, cryogenic insulation, and PFP coatings.
• A certificate, diploma or degree in related field
• Preferably holds NACE – National Association Corrosion Engineer, certification as a Certified Coating Inspector / Certified Painting Inspector / Certified Pipeline Coating Inspector / Certified Insulation Inspector / Certified Passive Fireproofing (PFP) Inspector
• Strong technical background in coatings or related chemical industry
• Strong collaboration and communication skills across functions and countries
• Fluent English, plus local language depending on location