Sr Technical Support Engineer (Exp w/Petroleum Supply Chain: Planning & Scheduling)

The Role

We are seeking a Senior 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.

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 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.
• Build 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
• Minimum of 5+ years of relevant experience preferred. University experience may count.
• Strong understanding of Chemical Engineering principles
• 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.