Associate Manager, Customer Support and Training

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 RoleThe Associate Manager, Customer Support and Training will oversee a team of support engineers who provide technical support to customers who use AspenTech Digital Grid Management (DGM) software. Associate Managers are responsible for ensuring the support team resolves customer issues with a high satisfaction level, ensuring any customer experience is delivered to high quality standards and executing other department projects as required.

Your Impact

• Supervise a team of support engineers providing customer issue resolution. This includes staffing, performance management, and employee development.
• Ensure the team of technical consultants provides timely and expert customer support to resolve a wide range of product usage and application issues for our customers, primarily through ticketing system, telephone, chat, and remote access.
• Ensure technical support team follows department processes and guidelines.
• Make quick and sound decisions to handle and escalate critical problems that impact customer’s operating facilities but are not solvable by normal support practices.
• Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees.
• Work as a member of the Customer Support &Training management team to ensure departmental metrics are achieved.
• Ensure team members are successfully delivering customer trainings as needed, leveraging Digital Grid Management standardized process.
• Function as an expert on Digital Grid Management product line of software to mentor and train new support engineers.

What You'll Need

• Bachelor’s degree in electrical/ Electronics /Computer/Software Engineering.
• 5+ years’ work experience in electrical power utility industry.
• Experience in SCADA/control systems. Knowledge on OSI Monarch SCADA system is an added advantage
• Experience in SCADA protocols like IEC101, IEC104, MODBUS, DNP and ICCP systems.
• Experience in SQL databases viz. SQL Server, MySQL, PostgreSQL, Oracle, Chronus, DBMS concepts.
• Must be well familiar with basic networking skills (Windows OS, Red hat OS Switches and Firewall troubleshooting knowledge)
• Excellent Customer Management Skills.
• Excellent communication and writing skills, and ability to facilitate your own meetings as necessary.
• Good troubleshooting skills.
• Knowledge of computer programming. An introduction to C programming is a minimum.
• Ability to work on several projects in parallel in a fast-paced environment.
• Location preference – Bengaluru
• Ability and flexibility to occasional travel to domestic and international customer sites (10 %).
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