Specialist Technical Info Services
- Shanghai
- On-site
- Full-time
Posted
About the role
About this Position
- Technical Information Services (TIS) provides rapid, remote technical support and to Henkel Adhesives Technologies, serving external and internal customers, distributors, and prospects.
What you´ll do
- Handle and resolve medium‑complexity customer inquiries independently, providing product, application and technical guidance across multiple topics and contact channels (phone, email) in a timely manner according to SLA.
- Leverage technical knowledge by demonstrating extended knowledge of portfolio and handling requests requiring a medium level of guidance.
- Maintain data accuracy in CRM tools, including contact and account creation, correct categorization, and data quality compliance.
- Participate in relevant technical trainings as defined in the onboarding and development plan.
- Identify and handle potential sales leads, ensuring proper follow‑up with the corresponding Sales Representative or Inside Sales team.
- Share knowledge and best practices within GTIS, including mentoring and training new TIS specialists.
- Collaborate and actively participate with stakeholders to ensure alignment, effective communication, and successful outcomes.
- Maintain technical databases, including translations and ad‑hoc tasks as requested by Business Partners and Leadership.
- Apply Quality Management System in accordance to ISO 9001:2015 norm in the daily activities and identify continuous improvement opportunities in the process.
- Support leadership in adhoc. requests related to the harmonization of processes, standardization, representation of the team, knowledge sharing, KPIs reporting among others.