AspenTech
AI-powered software company helping the world’s leading energy, chemical and engineering companies
SrTechnicalSupportEngineer
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“Sr Technical Support Engineer at AspenTech. Skills: Technical Support, Supply Chain Software Expertise, Customer Engagement, Problem Resolution, Training Delivery. Provide loyalty-inspiring customer service that drives user engagement and sustains product usage. Troubleshoot & resolve complex technical and/or engineering related problems reported by customers using AspenTech’s proprietary softwares and track work in a CRM system”
What You'll Achieve.
driving operational excellence in the downstream sector; Provide loyalty-inspiring customer service that drives user engagement and sustains product usage; driving the resolution cross-functionally within AspenTech; support growth in usage, through a variety of pre-sales activities; maintain and develop business opportunities; drive improved product quality; help boost their overall contribution
Industry & Context.
resolve technical issues; Troubleshoot & resolve complex technical and/or engineering related problems
Ability to travel, Travel is usually less than 25% and may occasionally be international
What They're Looking For.
Must Have
Bachelor’s, master’s degree or PhD in Chemical Engineering or related discipline, understanding of Chemical Engineering principles, Minimum of 5 to 8 years of relevant experience preferred, Knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries, Ability to present complex information in a clear and concise manner utilizing written and verbal communication skills, Ability to identify and drive growth opportunities that create value for customers with a customer first mindset, Ability to manage multiple responsibilities and competing priorities
Nice to Have
Previous experience with AspenTech Supply chain softwares such as Aspen PIMS, Aspen Petroleum Scheduler, Plant Scheduler, Multi Blend Optimization, Unified PIMS/Scheduling or similar advanced tools from another vendor is a plus, Associate level applicants are welcome to apply
What You'll Do.
Provide loyalty-inspiring customer service that drives user engagement and sustains product usage
Troubleshoot & resolve complex technical and/or engineering related problems reported by customers using AspenTech’s proprietary softwares and track work in a CRM system
Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech
Deliver high-quality intermediate/advanced level training classes
based on the relevant principles of engineering and industrial processes
to AspenTech customers
Develop and/or maintain customer focused training materials for new releases and new applications in the industry
Conduct pre-sales consultations
based on relevant engineering principles and industrial processes
to identify prospects’ business problems and articulate AspenTech’s products as the solution
Uncover and analyse client/prospect needs to support growth in usage
through a variety of pre-sales activities
Develop relationships with customers
building an understanding of their business needs and challenges
Collaboration with other AspenTech functions to maintain and develop business opportunities
Function as a subject matter expert in AspenTech’s pre-release software testing program to drive improved product quality
Coach fellow team members to enhance their technical skills to help boost their overall contribution
Conduct health checks on assigned deliver onsite support and deploy AspenTech solutions in customer business
execute various departmental improvement projects
author technical white papers for publication to AspenTech’s web knowledgebase
How You'll Work.
Team & Collaboration
escalation of customer issues and driving the resolution cross-functionally within AspenTech; Collaboration with other AspenTech functions to maintain and develop business opportunities; Coach fellow team members to enhance their technical skills to help boost their overall contribution
Communication Scope
Ability to present complex information in a clear and concise manner utilizing written and verbal communication skills
Process & Methodology
execute various departmental improvement projects
Full Job Description
The driving force behind our success has always been the people of AspenTech. What drives us, is our aspiration, our desire and ambition to keep pushing the envelope, overcoming any hurdle, challenging the status quo to continually find a better way. You will experience these qualities of passion, pride and aspiration in many ways — from a rich set of career development programs to support of community service projects to social events that foster fun and relationship building across our global community. ## **The Role** AspenTech is an AI-powered software company helping the world’s leading energy, chemical and engineering companies succeed in their digital transformation, making their operations more efficient and reducing impact on the environment. At AspenTech, you will be part of a global market-leading company with the goal of double-digit growth and a blue-chip customer base. We offer the opportunity to make an impact, to drive innovation and to be an agent of positive change. Customer Support and Training teams are responsible for resolving customer issues, ensuring any customer experience is delivered to high quality standards and training, and working amongst cross-functional teams for the best solutions. Our goal is to continuously provide product improvements, business growth, with the highest level of customer satisfaction. We are seeking a Sr Technical Support Engineer to join our Supply Chain team, specializing on advanced technologies for production planning, scheduling, blending and optimization. The ideal candidate should have a background in chemical engineering or optimization, with knowledge of techniques like linear and nonlinear programming along with a proactive learning mindset, innovative thinking, and strong communication skills. In this role, you will collaborate with customers to resolve technical issues, deliver expert guidance and provide trainings on AspenTech solutions (e.g., Aspen PIMS, Scheduling & Blending Optimization, and Aspen
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