Principal Technical Support Engineer
2 weeks ago
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 Role
Working as part of a team of Technical Support Engineers, this role will be required to provide technical support and training to AspenTech customers for the Engineering suite of products (e.g., Aspen Plus and Aspen HYSYS). The ideal candidate should work as a team to accomplish the goals and objectives of the support organization and lead Southeast Asia and Australasia team as team leader.
Your Impact
Your time will be divided between solving customers technical problems with our Engineering software and delivering quality training on our Engineering product courses. In addition, your role will also involve engaging with our Sales teams in pre-sales consulting and other departmental projects as needed. More specifically your duties will include:
- Providing "Technical Solutions" to customers for Engineering products, through remote support telephone, web chat and e-mail.
- Maintaining high quality of support experience and KPIs to customers in terms of SLO, Customer satisfaction and Resolution.
- Driving improvements to our Engineering software through the communication of your own ideas and customer feedback to our R&D teams.
- Serve as a technical subject matter expert (SME) and provide technical leadership in specialized areas within our Engineering support team.
- Develop and maintain Engineering training course materials and curriculum to include newly released software features and functionality.
- Author white paper solution articles for publication to our user community through our support web knowledge base.
- Travel to our customer sites where required.
- Proactively engage with customers on onsite health check visits to identify roadblocks to using our software and ensure follow ups are conducted for timely resolution to identified issues.
- Participate in alpha and beta testing programs prior to new software version release dates to assess product quality and contribute to final product improvements.
- Support training course delivery for non-standard courseware where required by customers by engaging in creating course content and workshop examples.
- Provide coaching to new employees and junior team members
What You'll Need
- A Bachelor's, Master's or PhD degree in Chemical Engineering is required
- 7 to 10 years of previous experience in the chemical or oil and gas industries
- Dynamic modeling, Heat Exchanger design experiences are of advantage.
- Previous simulation and modeling experience in using Aspen Plus
- Excellent verbal and written communication skills in English
- Proficiency in Business Chinese and Malay will be of advantage
- Ability and motivation to do self-learning or self-training
- Willing to travel 30-40% time, both domestic and international.
- Strong customer relationship and troubleshooting skills
- Ability to work collaboratively within a team
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