Chris Ho and Mike Wong are part of the Lubmarine team based in Hong Kong at the crux of Asian Pacific shipping. Chris, the International Marine Key Account Manager for the region and Mike, Lubmarine’s Asia Pacific Technical Director, have 50 years of experience working for TotalEnergies between them, having joined Lubmarine just a month apart in 1999. Here they tell us about their roles and how care for the customer is critical for the business.
What brought you to Lubmarine all those years ago?
Mike: I was trained as a marine engineer and then spent a year sailing round the world on merchant ships as a Marine Engineer cadet. After returning to Hong Kong, I joint a local company installing diesel power plants before joining a marine engine manufacturer. After that, I joined Lubmarine in 1999 as the first marine lubricants engineer in the Asia Pacific Zone.
Chris: Before TotalEnergies, I was part of a team at a competitor’s company where I focused on marine lubricants sales. I moved to Lubmarine at the end of 1999 when we were still using our old company name, ELF. I started as a sales executive, and with dedication and hard work, I have now grown into the role of Key Account Manager.
What do your jobs involve?
Mike: My main duty is to support Lubmarine’s customers, partners and distributors with all aspects of marine lubricants technical service. This means helping customers solve lubricant-related problems that may arise on ships or in shipyards, providing lubricant technical service training to staff, customers and third parties. I also engage with shipyards and ship builders to ensure they recommend and use the correct lubricating oil for the new ships they are building or repairing. We also support our marine diesel power plant business in the region.
Chris: I work to support our Company’s growth in Hong Kong. One of my primary goals is to help the Company identify and acquire new clients in the region. By expanding our client base, we can significantly boost our sales figures and drive overall profitability.
How important are customer relationships to your business?
Chris: Due to Hong Kong’s geographical advantages, it is incredibly convenient for us to meet with customers. This allows us to arrange face-to-face meetings to resolve any challenges or issues that may arise. We have found these in-person meetings invaluable for maintaining strong relationships and ensuring clear communication. This consistent interaction helps us stay aligned with their needs and expectations.
Our Customer Service team is exceptionally experienced and dedicated. With over 15 years of experience under their belts, they have become well-acquainted with our clients and their unique needs. Their extensive knowledge and commitment to excellence have earned them the recognition and trust of our valued customers. We are incredibly proud of the strong relationships they have built and the consistent high-quality service they provide.
And of course we have Mike, in the Technical Director role. His extensive product knowledge and approachable demeanour have made him an invaluable asset to our team and our customers. Whenever customers face issues, Mike is always there to assist them, going above and beyond to foster strong relationships. His dedication and efforts have greatly contributed to our sales and overall success.
Mike: We travel around Asia Pacific to provide technical support to our customers, as well as partners and our internal sales team, and to provide training for crews. These constant activities push us to stay current with technological developments, innovative solutions and the latest regulatory landscape. And that means we can help our customers stay on top of their game.
What challenges do you face?
Mike: The most difficult thing we encounter is the rules and regulations changing rapidly. We need to adapt fast and change our recommendations to ensure we meet the new rules and demands. This requires us to constantly be up to date with the latest information coming from our head office, customers, the regulatory authorities, ship owner associations and customers.
Chris: Instead of a challenge, I would emphasize the significant opportunity for cross-functional collaboration with other TotalEnergies entities. By harnessing our collective strengths and working collaboratively, we can generate synergies that foster innovation and improve our overall efficiency.
The upcoming SeaAsia 2025 exhibition offers an excellent opportunity to meet Mike and his Lubmarine colleagues at Lubmarine’s booth B2-G01, where you can leverage their comprehensive product knowledge and commitment to nurturing strong customer relationships.
