Sr. Technical Support Engineer (Exp. w/ Refinery Planning & Scheduling)

About the position

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.

Responsibilities

• 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 Planning, Scheduling and Demand Management software via telephone/web
• Responsible for the escalation of customer issues and driving the resolution cross-functionally within AspenTech and other department projects as needed
• Drive improvement in our SCM software and provide your own ideas and bring customer feedback to the Product Management team to make our products better
• Develop and maintain SCM training course materials and curriculum to include newly released functionality and the latest trends in deployment, implementation and optimization methodology
• Author white paper solution articles for publication to the user community through our support web knowledge base
• 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
• Function as a subject matter expert in AspenTech's pre-release software testing program to drive improved product quality
• 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
• Develop strong relationships with internal and external stakeholders such as customers and collaborate with other AspenTech business functions, building an understanding of their business needs and challenges and to develop business opportunities
• Serve as a technical expert and provide technical leadership in several specialized areas within our SCM technical support team after attaining sufficient experience and 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

• Minimum of 5+ years of relevant experience preferred
• University experience may count including a Bachelor's, or Master's in Chemical Engineering, Industrial Engineering, Operations Research or related discipline with a strong understanding of Chemical Engineering principles or equivalent experience
• Prior knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries experience with plant optimization is preferred but not required
• Previous experience with AspenTech software or another advanced tool from another vendor is a plus
• Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills
• The ability to identify opportunities that create value for customers with a strong customer first mindset
• Ability to manage multiple responsibilities and competing priorities
• Ability to travel, usually less than 25% and may occasionally be international