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Customer Technical Assistance Specialist

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Date: Jul 24, 2019

Location: Shanghai, China, CN, 201000

Company: Lubrizol Corporation




This position is for managing product quality related customer complaints and assisting business for normal technical support.




  • CTA (Customer Technical Assistance) Specialist is an individual contributor role for dedicated region or business unit
  • This role is accountable for handling product quality related customer complaints in a timely and consistent manner. It includes but not limited CRM system management, facilitates the investigation, related CAPA tracking, implementing and communicating across the organization, and investigation report preparation, etc.
  • This role is accountable to provide timely and accurate Normal Technical support and quality complaint data analysis to business to ensure customer satisfaction, both internally and externally.
  • This role is accountable for maintaining dedicate region or business unit’s CTA process integrity and bridging the gaps across various functions by continuously improving and standardizing internal CTA workflows and procedures.




  • Follow the role definition, responsible for China LZA and PHHC CTA function
  • Document information fully in the CRM system
  • Communicate QP issues with appropriate internal groups, such as, Sales, plant QA, local nodes, PTS FP partners, and PI technology managers to ensure LZA PI standards.
  • Actively participate relevant quality complaints meeting.
  • On time prepare high quality QP report to give Business, Customer Service and Operation timely support
  • Follow through quality complaint project, use accurate data to support quality problem solving project.
  • Chair China LZA PQCC meeting and follow through the action plans
  • Be the regional CTA member, actively participate the CTA process improvement activities.
  • Be responsible for all NTA (normal technical support) data analysis in APAC region to drive continuous improvement, cope with alignment with global NTA process.





  • 4-5 years’ experience in multinational company or internally at least 2 years minimum experience within LZ organization is required.
  • Experience in the chemical, pharmaceutical, food, oil industry is preferred
  • Operations, customer experience or quality assurance experience is preferred.
  • University Degree or above in material or chemical engineering or chemistry is preferred;
  • Effectively communicate both verbally and written
  • Fluent in Mandarin and English.




  • Acts with integrity
  • Communicates effectively
  • Collaborates (locally and globally)
  • Seeks new and better approaches to their work
  • Delivers results
  • Develops self
  • Analysis  


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