Sr Technical Support Engineer (Knowledge of Supply Chain: Refinery Planning & Scheduling)

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 RoleAspenTech 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 Unified technology). This is an exciting opportunity for someone passionate about driving operational excellence in the downstream sector.

Your Impact

• 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 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
• Other tasks may include-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

What You'll Need

• Bachelor’s, master’s degree or PhD in Chemical Engineering or related discipline
• Strong understanding of Chemical Engineering principles
• Minimum of 5 to 8 years of relevant experience preferred. University experience may count. ***Associate level applicants are welcome to apply***
• Knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial
• 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.
• Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
• Ability to identify and drive growth opportunities that create value for customers with a strong customer first mindset
• Ability to manage multiple responsibilities and competing priorities
• Ability to travel. Travel is usually less than 25% and may occasionally be international.

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