Bachelor's or master's degree in engineering in a related discipline
Minimum of 15+ years of relevant experience
Strong understanding of Chemical Engineering principles
Knowledge of chemical and manufacturing business processes in process industries
Experience with AspenTech Supply chain software is a plus
Strong communication skills for clear presentation of complex information
Ability to identify growth opportunities with a customer-first mindset
Responsibilities
Provide loyalty-inspiring customer service to enhance product usage
Troubleshoot and resolve complex technical issues reported by customers
Manage escalated customer issues and facilitate resolutions across teams
Deliver advanced training sessions grounded in engineering principles
Develop customer-focused training materials for software updates
Conduct pre-sales consultations to understand client needs and promote AspenTech solutions
Collaborate with various AspenTech functions to grow business opportunities
Benefits
Career development programs
Support for community service projects
Social events for relationship building
Exposure to advanced technologies in supply chain management
Full Job Description
The Role We are seeking an Advisory 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 or master's degree in engineering in related discipline.
Minimum of 12+ 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.
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About Aspen Technology
Aspen Technology, Inc., known as AspenTech, is a provider of software and services for the process industries headquartered in Bedford, Massachusetts. AspenTech has 35 offices around the world, on all continents.
