Principal Technical Support Engineer (Refinery Planning & Scheduling Focus)

Aspentech - Houston, TX

Full-time - Mid Level

Houston, TX

1,001-5,000 employees

Professional, Scientific, and Technical Services

About the position

AspenTech is seeking a Chemical or Industrial Engineer with a focus on Operations Research to join the Petroleum Supply Chain team. This role involves planning, scheduling, and blending, requiring a strong understanding of chemical engineering principles and the ability to communicate effectively. The ideal candidate will provide exceptional customer service, troubleshoot technical issues, deliver training, and develop customer-focused materials, while also collaborating with various teams to enhance product quality and customer satisfaction.

Responsibilities

• Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
• Troubleshoot and resolve complex technical and/or engineering related problems reported by customers using AspenTech's proprietary software.
• Escalate customer issues and drive resolution cross-functionally within AspenTech.
• Deliver high-quality intermediate/advanced level training classes based on relevant engineering principles 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 to identify prospects' business problems and articulate AspenTech's products as the solution.
• Uncover and analyze client/prospect needs to support growth in usage through various pre-sales activities.
• Develop strong relationships with customers, building an understanding of their business needs and challenges.
• Collaborate 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 accounts; deliver onsite support and consultancy; deploy AspenTech solutions in customer business environments; execute various departmental improvement projects as needed; author technical white papers for publication to AspenTech's web knowledgebase.

Requirements

• Bachelor's or master's degree in engineering or related discipline.
• Strong understanding of Chemical Engineering principles.
• Knowledge and experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical, or process industries.
• Minimum of 8+ years of relevant experience preferred, with university experience counting.
• Previous experience with AspenTech software or other advanced tools from another vendor is a plus.
• Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
• Ability to identify opportunities that create value for customers with a strong customer-first mindset.
• Ability to manage multiple responsibilities and competing priorities.

Nice-to-haves

• Experience in planning, scheduling, or optimization is preferred but not required.

Benefits

• Career development programs
• Support of community service projects
• Social events fostering relationship building across the global community