Manager, Customer Support and Training

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Manager, Customer Support and Training Apply locations Singapore time type Full time posted on Posted 30+ Days Ago job requisition id R7249

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 The Manager, Customer Support & Training (CS&T) for South East Asia and Australia is a key leadership role and is vital to ensuring customer success. The role is responsible for leading and managing a team of Technical Consultants who are specialists in our products. The manager will proactively ensure effective collaborations with cross functions and engage the team to achieve/exceed goals.Your Impact

• Manage ateam of Technical Consultants who are providing customer issue resolution, pre-sales presentations and customer training - this includes recruitment, performance management, and career development
• Be a positive role model for AspenTech's core values and leadership principles
• Ensure Technical Consultantsprovide timely and expert customer support to resolve a wide range of product usage and application issues for AspenTech customers, primarily through remote telephone and E-mail support but also through occasional on-sitevisits
• Makequick and sound decisions about how to handle critical problems that impact customer's operating plants but are not solvable by normal supportpractices
• Drive escalation and resolution of high impact customer issues through AspenTech's defined processes
• Supervise day-to-day operations, including interfacing directly with customers as needed, and training new employees
• Ensure delivery excellence of public and on-site customer training
• Proactively promote and drive AspenTech's training services
• Work as amember of the CS&T global management team to ensure departmental metrics are achieved
• Work as a strategic partner of Telesales team and deliver pre-sales business consulting to AspenTech's potential customers for leads which originate from the Telesales organization

What You'll Need

• Proven experience as an effective people manager
• Excellent communication and leadership skills
• Strong decision-making skills
• Experience in a technical field, preferably software support for the petroleum, petrochemical, or engineering industries
• Bachelor's Degree or equivalent in a technical degree is preferred, e.g. Engineering or Computer Science related
• Strong customer service skills
• Occasional international travel is required (5-10%)
• Be able to demonstrate critical thinking with strong analytic and problem-solving skills
• Additional consideration for experience with Aspen's proprietary software

About Us

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks.

If you're looking to make a difference every day and push the limits of performance, AspenTech is doing things no one else thought was possible. As a leading industrial software partner, we help companies all over the world run safer, greener, longer and faster.

With over 3700 employees and more than 60 global locations, AspenTech is meeting today's sustainability and business challenges head-on with unmatched expertise, cutting-edge AI-powered technology and a passion to innovate.

AspenTech is an Equal Opportunity/Affirmative Action employer. AspenTech does not discriminate against employees or applicants on the basis of age, race, color, religion, creed, ancestry, sex, sexual orientation, gender identity or expression, pregnancy or related conditions, marital status, familial status, national origin, disability, medical condition, genetic information, citizenship, military service or protected Veteran Status or any other basis protected by applicable federal, state, or local law.

Reasonable Accommodation:

We will provide reasonable accommodations to qualified individuals who have a disability or sincere religious reasons to request accommodation, when necessary to enable the individual to participate in the job application or interview process. If you wish to request an accommodation, please contact us at .

GDPR Privacy Notice:

AspenTech collects a range of personal information during the recruitment process.

This may include the following personal or special categories of personal data:

• recruitment information such as your application form and resume, references, qualifications and membership of any professional bodies and details of any pre-employment assessments;
• your contact details and date of birth;
• your marital status and family details;
• your identification documents including passport and driver's license and information in relation to your immigration status and right to work with us;
• information about your contract of employment (or services) including start and end dates of employment, role and location, working hours, details of promotion, salary (including details of previous remuneration), pension, benefits, and holiday entitlement;

Plan Participants Enrolled in the AspenTech US Medical Plans:

The Transparency in Coverage Final Rules require certain group health plans to disclose on a public website information regarding in-network provider rates and historical out-of-network allowed amounts and billed charges for covered items and services in two separate machine-readable files (MRF's). The MRF's for the benefit package options under AspenTech's US Employee Benefit Plan are linked below:

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