Technical Support Engineer (Planning & Scheduling)

Aspen Technology - 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 focused on Operations Research to join the Petroleum Supply Chain team. This role involves planning, scheduling, and blending within the context of customer support and training. The ideal candidate will leverage their engineering expertise to resolve customer issues, deliver high-quality training, and contribute to product improvements, all while ensuring high levels 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 software.
• 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 strong 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 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, Chemical preferred.
• Strong understanding of Chemical Engineering principles.
• Knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries.
• Minimum of 5 plus years of Planning & Scheduling experience preferred. University experience may count.
• Previous experience with AspenTech software or other 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 travel, usually less than 25% and may occasionally be international.

Nice-to-haves

• Experience in planning, scheduling, or optimization is preferred.
• Previous experience with AspenTech software or other advanced tools from another vendor is a plus.

Benefits

• Career development programs
• Support of community service projects
• Social events fostering relationship building
• Health insurance
• 401k retirement savings plan
• Paid time off
• Flexible scheduling options