Customer Technical Service & Market Development Manager – EMEA

INEOS is a global manufacturer of petrochemicals, speciality chemicals and oil products. Comprising 28 individual businesses, we operate 148 facilities in 26 countries throughout the world. 

INEOS products make a significant contribution to saving life, improving health and enhancing standards of living for people around the world. Our businesses produce the raw materials that are essential in the manufacture of a wide variety of goods: from paints to plastics, textiles to technology, medicines to mobile phones - chemicals manufactured by INEOS enhance almost every aspect of modern life.

Oligomers is a highly complex global business spread over four product lines covering 155 products. With manufacturing facilities in the US, Canada, Belgium, France, and Germany., INEOS Oligomers is a world class producer of Linear Alpha Olefins (LAO), Poly Alpha Olefins (PAO), PolyIsoButenes (PIB), and Specialty Oligomer (SO) products.

Purpose of the job:

The purpose of the Customer Technical Service and Market Development Manager – EMEA is to help maintain current customers while also ensuring growth and high performance of the business by

• identifying and delivering innovative technical solutions to meet market needs
• championing technology led targeted product growth programs
• recognizing opportunities for new product applications
• providing options to manage market shifts in a dynamic global economy resulting in higher margins and growth in market share
• providing customer technical support which enhances the ability of our customers to understand the unique attributes of our products and how they are best suited for the customer’s applications and needs.

This role closely aligns with the commercial management team and the manufacturing organization.

The ideal candidate has a strong affinity and knowledge of the lubricant market and/or specialty chemicals in general.

Responsibilities and accountabilities

Accountability 1:  Global Technology

• Develop strategy, tactics, and programs in coordination with the global team.
• Communicate and discuss progress with the global team on a frequent basis.
• Contribute to the development of the budget and deliver goals/performance within the agreed budget
• Support other efforts, e.g., product registration, product specification database and approvals, sample shipment management, advertising, etc., as needed.

Accountability 2:  Business

• Support business management with accurate information on markets, applications for INEOS products, and support to business growth efforts.
• Demonstrate a high level of expertise and drive significant contribution through innovative solutions to complex technical problems.
• Interact with other functional groups (e.g., Commercial Sales, Operations, Product Stewardship) to meet customer needs.
• Proactively evaluate opportunities, utilize creative problem-solving skills, and deliver results.
• Foster innovation by developing new applications by screening markets for potential use of our products with a focus on increased volumes at attractive margins.
• Anticipate and manage the testing required to meet specific standards in the markets served by our products. Assess competitor technologies, capabilities, and impact to the market and drive strategies to outperform the competition.
• Develop strategic objectives, gain organizational buy-in, and lead multi-discipline teams to effectively execute these objectives.
• Influence the industry through participation in industry groups’ conferences, and presentation of papers.
• Develop and maintain intellectual property strategy for the Oligomers’ product lines. Support manufacturing with technical expertise on product quality issues, process advice where applicable, and interface with customers on product complaint matters.

Accountability 3:  Customers

• Provide timely response to customer questions and requests.
• Provide customer samples as requested, gathering intelligence on application and potential volumes.
• Develop deep understanding of markets and customer’s technology, and the impact of our products on customer’s processes and end uses.
• Prepare and present technical information to customers and distributors and provide training on our products and associated applications.
• Follow through on customer complaints to a satisfactory and fully supported conclusion.
• Differentiate level of service to the customer according to customer status.
• Identify products that are best suited for the intended application and be in a position to identify if a tailored or new product should be developed.

Skills and knowledge required

Education/ Experience

• MS in Chemical Engineering or Chemistry
• 10+ years of experience in chemical industry
• Broad experience in R&D, manufacturing, and/or market development

Skills/Competencies

Technical Skills

• A high level of product knowledge and the impact of product properties on end-use applications.
• Knowledge of IP processes and the use of IP to defend our businesses.
• Ability to provide high quality technical support to the global customers and commercial team.
• Ability to evaluate opportunities, utilize problem solving skills, and a proven track record of providing innovative solutions which add business value.
• A solid understanding of both business and technical objectives and strategies.
• Proven technical leadership and networking skills through technical network participation.
• A thorough understanding of INEOS Oligomers’ technology in both theory and application.
• Experience and ability to lead/conduct tests on the laboratory bench as well as at the plant scale.
• Knowledge of competitive technologies and their economics.

Behavioral Skills

• Leadership Proficiency

• Communicates a compelling “vision” which generates enthusiasm and commitment.  Ensures that every individual knows their part and why it is important.
• Delegates to aid development; gives full authority and responsibility to competent people, including the opportunity to make and learn from mistakes.
• Relates to major issues/work areas that influence business objectives.
• Inspirational presenter able to deal with any audience and adapt presentation on the move.

• Performance Bias

• Actively demonstrates commitment to high performance standards. Makes decisions, sets priorities or chooses goals on the basis of explicit considerations of potential profit, return on investment or cost/benefit analysis.
• Identifies and anticipates future opportunities. Acts decisively in dealing with opportunities or crises on a daily basis, setting priorities or choosing goals to achieve business success.
• Can co-ordinate and lead a number of different team projects at different stages of completion, identifying stretch targets and milestones. Pursues goals beyond what is required or expected of them.

• Strategic Thinking and Business Awareness

• Has deep understanding of INEOS strategies and interrelationships. Business judgment accepted by partners, government, and other external agencies as sound and influential.
• Is aware of the business strategies of peers in the industry and of the potential impact of external events on INEOS operations.

• Partnership and Teamwork

• Understands the unspoken meanings and motivations of others, even in highly subtle or "political" situations, inside or outside the company and/or across different cultures. 
• A driving force in the networks in which he or she participates.  Develops and uses a wide-based, multidisciplinary network, both inside and outside INEOS, to enhance business results.
• Sees diversity as an opportunity, creating an environment where diverse groups can thrive. Willing to yield own short-term interests for the long-term good of the organization as a whole.

• Wise Decisions

• Considers alternative courses of actions weighing the long-term and short-term commercial consequences of each, in order to arrive at a decision based on the overall impact.
• Thinks clearly and stays focused in unpredictable or stressful situations. Uses conceptual skills to anticipate, identify and prioritize highly complex issues.
• Defines the technical, business and commercial criteria for solutions, and ensures development of long-term, creative, strategic and realistic solutions. Takes calculated entrepreneurial risks and manages the risk.

• Innovations

• Anticipates situations in advance and acts to create opportunities or avoid problems.
• Innovative thinker.  Integrates many ideas and observations about complex issues into clear concepts that create useful insights for the business. Encourages and sponsors innovation.
• Clearly sees the big picture.  Creates new ways to help others understand complex situations, problems or opportunities.