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Mark Ferner’s job resembles the customer world he serves. His team within automotive and transport lubricants technical support, Shell Global Solutions (US) Inc., functions as a pit stop for Shell-sponsored US racing teams and other customers. On-call specialists respond to technical questions from National Association for Stock Car Auto Racing (NASCAR) teams, develop specialty lubricants and support the launch of Q Racing oils and Shell Racing fuels. Mark enjoys this fast-paced pit-stop-style life, as his job enables him to blend his multifaceted background and experiences perfectly and deliver high levels of customer satisfaction.
Mark has a BSc in mechanical engineering from Florida International University, Miami, USA, and has also completed a two-year programme for automotive mechanics. His Shell career started in 1993 when he began working as a research chemist; he has since held positions that include senior staff research engineer and product manager. Along the way, Mark became accredited as a Master Automobile Technician and an Automobile Advanced Engine Performance Specialist by the National Institute for Automotive Service Excellence.
Mark’s team also provides formulation support, lubricant technical expertise and practical mechanical consultation to the Pennzoil, Quaker State and Shell lubricant brands. From answering requests to diagnose failed engine components through to supplying information on lubricants, Mark and his team strive to meet their customers’ needs quickly.
Even with his hectic schedule, Mark successfully balances his work and home life. He also makes it a point not to take his automotive work home. Mark notes, I don’t even change my own oil. It’s much easier and faster just to go to a Jiffy Lube and have them change it!
In a world of continuous improvement, Mark attempts to constantly exceed customer expectations and foster a positive environment within his team that makes work and life enjoyable.
Q Racing is a trademark of Pennzoil-Quaker State Company, part of the Shell Group.
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