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Technical Helpdesk Adviser

Royal Dutch Shell

Royal Dutch Shell

Cairo, Cairo Governorate, Egypt
Posted on Tuesday, September 12, 2023
Cairo, Egypt

Job Family Group:

Commercial and Retail

Worker Type:


Posting Start Date:

August 2, 2023

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Where you fit In

We keep The World Progressing Today for Tomorrow

We inspire unstoppable progress through constant innovation for better and environmentally responsible lubricants and Fluid solutions that we are Proud of. We never stop challenging what is possible to keep the world progressing in a reliable, efficient, and sustainable way.

What’s the role?

Job Purpose

Responsible for End-to-End administration of the provision of Lube Analyst, Lube Video Check, Lube Reclaim, Lube Match, Lube coach, Lube Advisor, Lube Expert including GSAP related activities, liaising with Account Managers, Technical Support Groups, and 3rd Party Vendors. Provide general technical support over phone or by email to CS staff and Shell customers!


  • Coordinating the delivery of the Services (LubeAnalyst, Lubevideo check, LubeOptimizer, LubeMatch)

  • Support LTAs colleges in the delivery of LubeCoach, LubeAdvisor & LubeExpert under the supervision of the TTL

  • Focal point of the technical team for GSAP implantation project

  • Focal point for labels translation and approval process with the marketing team Processing own use orders and raising Services sales orders Setting and releasing billing blocks

  • Administration of day- to-day service offering e.g. Onboarding new customers, chasing queries & samples

  • PGS activities including raising purchase requisitions & goods receipting Resolution of quantity invoice queries, including making necessary adjustments Focal point for external service providers.

  • Providing technical services training packages including Lube Analyst website training package to customers

  • Manage Lube Analyst IT interface error reconciliation with GSAP Managing the system access, data and any training for system-based services provided by the Class of Business

  • Provide Lube Video check service to fleet, construction and mining customers, including on field inspections, and reporting.

  • Manage 3rd party supplier of Lube Reclaim and be the focal point with Shell customers.

  • Act as Lube Range manager to review and update Lube Match portfolio Receiving, investigating, and resolving customer complaints related to services Receiving and responding to CS and small customers basic technical inquires related to products recommendation and applications.

  • Performing local PLM activities required to enable an OU to have access to specific GSAP material codes for Services.

  • Acting and behaving according to Shell Global Business Principles, Code of Conduct, HSSE standards and rules

What we need from You

  • Bachelor ‘s degree holder preferably in Engineering (Mechanical, Power, Mechatronics or similar)

  • Proven 2-5 years working experience in relevant industries.

  • Requires knowledge & competency across GSAP, Order to Cash, and Requisition to Pay

  • Develop awareness & maintaining awareness of Lube Analyst Service Offering Coordinating both Shell staff and Third-Party Contractors

  • Must have good understanding of appropriate Streamline and GSAP processes.

  • Good organizational and communication skills

  • Ability to work under own initiative, manage & priorities tasks.

  • Positive customer focus attitude and passion for the customer

  • Clear results orientation and capacity to manage self-performance.

  • Competence in problem solving and good decision-making skills.

  • Good command of the language that is required for that operation: this is the customer language in that geographic location.

  • Excellent listening skills

An innovative place to work

There’s never been a more exciting time to work at Shell.

Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas, and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.

An inclusive place to work

To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

  • We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there

  • We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.



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.