Based in Bogota, Colombia, Paulina Munoz Gandara is Lubmarine’s South America Marine Manager, responsible for customer care across all the countries in the region. This is Paulina’s second spell at Lubmarine, returning in 2020 having originally joined the Company in 2015. Here she shares her insights into working across a diverse range of countries and industry sectors.
Tel Us About Your Background and how you joined TotalEnergies?
I graduated in Business Administration specializing in International Business, gaining a Masters in Business Administration in Chile. This was part of an international programme and I got to meet lots of people from different backgrounds, which made me realize I really wanted to work in a multi-cultural environment.
I joined the TotalEnergies team in 2015 specifically focused on the marine and power generation markets in Chile. This was a huge challenge and a very good place to learn. Our market share in Chile was not that big at that time so there were opportunities to grow. I then left for a new role but in 2020 I had the opportunity to come back to Lubmarine as Marine Manager for South America with the role of working with our teams to look after our existing customers as well as developing business across the shipping and power generation industries.
What are Some of The Key Aspects of Your Work?
Understanding the customer journey is critical. Not only understanding what they want and need but also ensuring they get the right ongoing support. Once we get to know the company and its operations in detail we combine that with the right products and levels of technical support, training and customer service. We make it our business to know their business as that is the way we can provide them with great customer service and this ensures good, long-term relationships. The importance of collaboration cannot be underestimated. The sharing of information and knowledge builds confidence and trust with our customers and the market. We are proud to offer our customers a service specific to their needs.
What Type of Customers are You and Your Teams Working With Across South America?
As you can imagine we have a diverse range of customers here in South America. On the marine lubricants side of the business, our customers cover everything including - deep-sea shipping, cargo vessels, tankers, and offshore vessels. We also do a lot of work in the fishing and ferry sectors as well. In addition to the ocean going vessels that we supply, we also work with the fishing fleets, tanker fleets and vessels that only work on the river routes in South America such as Parana River route, that connects Brazil, Paraguay and Argentina.
In terms of power generation, marine engines found in shipping are also used for inland power generation, which we support by supplying power plants. For example, Ecuador is a key market for us in power generation, as well as Brazil, for example in Manaos.
One of the key things for me is the opportunity to work in multi-cultural environments. Each country in South America has its own style of doing things. I enjoy supporting the local teams on the ground and working with them to ensure our customers’ needs are fully met.
You Rejoined Lubmarine During Covid – How has that been?
Starting a new job during Covid was quite challenging in terms of not being able to meet customers in person nor my own team members! But we have a great team, they work hard and want to reach our goals and objectives. Despite Covid we have managed to keep a really good relationship with our customers through Teams, Zoom and phone calls. We are always inviting them to events we hold online, such as the latest Marine LNG forum and also keep them up to date through newsletters, emails and sharing of important information.
I speak every day with my colleagues. We try to be very proactive and innovative in what we do in each country. But I am really looking forward to the day when I can actually go out and meet our customers in person.
How is Lubmarine in South America Helping Shipping Clients as the Industry Focuses More and More on Decarbonization and Reaching the IMO Targets?
The move to cleaner shipping is a great opportunity for us and also for some of our leading products and services to really make a positive difference to our customers in regard to IMO targets. For example TALUSIA UNIVERSAL is very well perceived right across South America. Customers appreciate this kind of product – not just from the perspective of its innovative chemistry but moreover because of its performance and cleanliness properties. The idea of having one lubricant that is fully approved for all IMO2020 compliant fuels is really positive for them.
In addition to that however, our technical support and technical services in terms of the testing, analysis, interpretation and knowledge is a major benefit to our customers. They very much appreciate the proactive and value added support that we add to help them make improvements towards IMO future regulations. We sometimes hear the phrase “lubricants are just commodities”. But we are not selling a lubricant we are offering a complete service and value added solution for our customers – from what is the best lubricant for their needs to support through technical expertise and training.
The training offered by Lubmarine is very well received here in South America. When we provide training tools or papers for reading on our website - whether crew or land based – they feel supported by us as a company and it helps them in their roles.
Right now the customers are very interested in alternative fuels like LNG and that’s great because we have an ideal solution for them in terms of TALUSIA UNIVERSAL, that is Dual Fuel validated by engine maker WinGD. The fleet in South America is becoming more interested in the service offer we can deliver them. In terms of making their vessels and operations more efficient and in helping them ensure they meet IMO targets.
How Do You See The Future in Terms of Market Opportunities?
We have significant growth opportunities in the South American marine market, with several ongoing projects at this time. Our combination of high quality lubricants with technical experience and also a series of support services are highly valued by customers: Diagomar Plus analysis, Drain Oil Analysis, Tech Care kits and training. This makes us a value-added commercial partner for our clients.
Away from shipping, most of our countries are moving more towards solar and wider renewable energy sources from the power generation perspective. So we are looking at what products and services we can develop in the growing renewables sector running alongside our current power plant business. Being part of TotalEnergies enables us to bring synergies to new markets such as renewables. Being able to offer them diversification into a broad energy spectrum and new and emerging energy solutions is very well received here in South America.