Technical Support Advisor

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Established in 1974, Petroliam Nasional Berhad (PETRONAS) is Malaysia’s fully integrated oil and gas multinational ranked among the largest corporations on FORTUNE Global 500®. The growing demand for energy inspires and strengthens their purpose to steadily drive for new solutions and push boundaries towards a sustainable energy future. They apply innovative approaches to technology which helps them unlock and maximise energy sources from even the most remote and difficult environments.

Their fully integrated value chain spans from exploration to marketing, logistics to technological infrastructures, with operations in over 50 countries. Throughout their rapidly expanding network and steady growth trajectory, PETRONAS has consistently and successfully implemented various social, environmental and community programmes. Guided by their Corporate Sustainability Framework, they carry out their business in a socially responsible and holistic manner for the benefit of the present and future generations.



Providing field-based technical support and advice to customers (Automotive, Industrial, OM, OEMs, GAs etc.) and other business partners. Support other Petronas functions (e.g. Sales, Marketing etc.) with technical related issues.

Key Accountabilities:

  • Provide first class level technical support to Petronas Sales force, distributors, customers, OEMs, GAs.
  • Strong commercial awareness, utilizing any opportunity for extending and/or uplifting of Petronas business.
  • Ownership of P5 (Technical Account Plan).  Developing and maintaining Technical network within Customer organizations.
  • Deep knowledge of Petronas Products and Services and their applications.
  • Recommending Petronas products and Services, substituting competitor products, selecting the best Petronas products and services for customer applications.
  • Providing Customer Benefit Solutions based on own knowledge and experience.
  • Planning and Delivering customer trainings and presentations.
  • Support of Plant Audits, Field Trials, OEM management
  • Supporting complex technical issues, Customer and Quality Complaints.
  • Support of relevant Petronas/customer events (e.g. product launches, customer days, campaigns etc.).
  • Providing market feedback (from customers, OEMs) back to R&T through Product Technology Manager.
  • Provide Sales with relevant information on any potential sales opportunity identified.
  • Involvement in Quality issues (mainly Customer Quality Complaints).
  • Knowing when and to whom escalate complex technical issues beyond own competence/skills.
  • Act and behave in line with Petronas values and procedures, sticking to local regulations and QHSE rules.

TSA L2 additional Accountabilities:

  • Planning and conducting Plant Audits and Lubrication Surveys aiming to identify areas for improving customer operation effectiveness (through Petronas Products and Services).
  • Managing local OEMs (product listing, approvals etc.).
  • Initiating and running Field Trials in order to generate/improve Petronas business (e.g. XSell, Up-sell, RTBs) and/or obtaining product endorsement (approval, reference etc.).
  • Driving Product Quality Complaints resolution.

Key Challenges:

  • Proper customer/OEM management based on understanding customer type (e.g. banding/tiering) and background.
  • Speak customer language (i.e. using solution benefit approach rather than product features), creating advanced solution utilizing Petronas technology, products and services.
  • Keep right balance between Technical solution and Commercial aspects.
  • Proper prioritization and planning of own tasks, aligning with Sales priorities.
  • Proper understanding of Customer needs through relevant tools.
  • Understanding own capability (limitations), handling complex queries and making proper escalation.

Communication and Working Relationship (Internal/External):

External – Customers, distributors, OEMs

Internal – other TS members, various functions like CSC, Manufacturing, Sales and Marketing, Research and Technology etc.



  • Minimum degree (Bachelor of Science or higher) or equivalent in a Technical discipline (Engineering is preferable).
  • 1+ years of Lubricants or other relevant experience (3+ years for L2).  Mechanical maintenance background is preferred.
  • Customer facing-experience is beneficial.
  • Language skills: Dutch, French, English. Others are beneficial.
  • Superior communication skills (written and verbal), good presentation skills.
  • Deep product and application knowledge, good Commercial Awareness.



Maaike Roofthoofd 

MenT Associates nv

Grote Steenweg 651
2600 Berchem