Technical Desk Help Agent

, Philippines

Job Family Group:Commercial and Retail

Worker Type:Regular

Posting Start Date:April 8, 2026

Business Unit:Downstream and Renewables

Experience Level: Early Careers

Job Description:

What’s the role

To provide an efficient and professional technical support service to Shell Lubricants Customers and Internal Sales Force on the use of the Shell lubricants portfolio in all sectors to best exploit the technical attributes of Shell products and services to commercial advantage and troubleshoot any technical issues to determine the best lubricant solution.

The Technical Helpdesk is part of a team within the USL Organization in Customer Operations, supporting various US lubricants sales channels, including Direct, Indirect, Retail, and the General Public, across all sectors: Consumer Road, Commercial Road, Off-Highway Transport, Power, Manufacturing, Marine, and Aviation. The role sits alongside other Technical Helpdesk Agents and assists customers, including internal stakeholders, in a virtual environment.

As a Technical Help Desk Agent, you will be required to learn over a thousand unique and ever-changing products and applications to assist Customers and Internal Stakeholders who call into the hotline or email inquiries in an accurate and time-focused manner. In addition, your role as a THD requires you to promptly troubleshoot and probe the inquiry to determine the salient issues and answer them in a manner that may increase sales and strengthen customer relationships, that is aligned with the business’s strategy.

Main responsibilities

Correctly specify appropriate Shell products to be used for specific applications (vehicles, machinery and equipment), including the specification of equivalent Shell products to replace a competitor’s product

Provide technical support to Shell customers and Sales force, including problem-solving, troubleshooting, and application advice. Provide basic failure diagnosis for lubrication-related failure (e.g. bearing or gear) where lubricants quality or practices are in question

Support Shell Sales Force (Internal and distributors) tenders/ bids by providing a rationalized product recommendation on Equipment Surveys and Competitor Cross References to win new customers

Escalate complex technical issues to the Senior Lubricants Technical Advisor or the regional Product Application Specialists for resolution, working with them to ensure the issue is completed satisfactorily

Liaise with LSC Portfolio Managers for product portfolio issues as appropriate and provide/advice on alternatives. Manage portfolio harmonization process at the customer level, including smooth conversion of customers caused by product introductions and retirements

Drive cross and upsell opportunities through developing and delivering appropriate lubricants training to SBO OBAMs, SPMs and CSS to win new customers, and grow wallet share with existing customers

Forward sales leads to the Commercial Team on possible sales opportunities resulting from customer interactions.

Maintain or increase highly technical status by interacting with other team members, Technical Advisors, Sector Experts, Product Application Specialists, Portfolio Managers, RAPMs and Sector/ Brand Marketing Managers and attending product/technical training programs (technical CVPs, product application, product basic knowledge, etc.)

Maintain the Shell LubeMatch Cross Reference database, which is used by Shell Internal and External Sales and Technical Force to offer Shell alternatives to Competitor Products

Maintain the Product Manager tool which feeds data into various Shell Product Recommendation tools like LubeMatch and LubeAdvisor that is used by Shell Internal and External Sales and Technical Force

Maintain database of newly determined solutions for use by the team and other internal stakeholders.

Document all cases in the Salesforce Knowledge Management tool for future reference

Categories: Lubricants (oils and greases) and Anti-Freeze for Consumer Road, Commercial Road, Off-Highway Transport, Power, Manufacturing, Marine, and Aviation Businesses.

What you bring

Technical (B.S. or M.S.) Degree in chemistry or engineering field, or extensive experience in the lubrication/ industrial and automotive fields (not required, but preferred)

Experience in a customer-facing role beneficial

Demonstrates interpersonal and communication (written and verbal) skills

Have engineering knowledge in industry or transport, or related discipline

Key Competences required:

Ability to quickly learn, analyze problems/situations, and suggest solutions

Excellent English verbal and written communication skills

Strong teamwork and interpersonal skills

Able to maintain high volumes of contacts, with quick and accurate turnaround time

Balancing technical requirements with commercial pressures

Working with a reduced product portfolio while meeting customers’ expectations

Having the ability to distil complex information and to communicate clearly and concisely to others

Managing relationships with key customers and their stakeholders

Clear results orientation and capacity to manage self-performance

Other critical competencies:

Lubricants and Application Knowledge

Technical Analysis & Developing Solutions

Customer focus

Discretion

Multi-tasking

Conflict management

Language skills:

English

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

Progress as a person as we work on the energy transition together.

Continuously grow the transferable skills you need to get ahead.

Work at the forefront of technology, trends, and practices.

Collaborate with experienced colleagues with unique expertise.

Achieve your balance in a value-led culture that encourages you to be the best version of yourself.

Benefit from flexible working hours, and the possibility of remote/mobile working.

Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are among the best in the world.

Take advantage of paid parental leave, including for non-birthing parents.

Join an organization to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

Grow as you progress through diverse career opportunities in national and

international teams.

Gain access to a wide range of training and development programs.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell Business Operations Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.

-

DISCLAIMER:Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

R200042