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- Tasks: Provide top-notch technical support and training for AspenTech's Petroleum Supply Chain solutions.
- Company: AspenTech, a leader in innovative technology with a focus on customer success.
- Benefits: Career development programs, community service support, and engaging social events.
- Other info: Dynamic role with opportunities for travel and professional growth.
- Why this job: Join a passionate team and make a real impact on customer satisfaction and product usage.
- Qualifications: Bachelor's or Master's in Engineering, with strong knowledge of Chemical/Petroleum Engineering.
The predicted salary is between 50000 - 70000 £ per year.
The driving force behind our success has always been the people of AspenTech. What drives us is our aspiration, desire and ambition to keep pushing the envelope, overcoming any hurdle, and 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.
This opportunity is within the Customer Success and Training (CS&T) department and plays a vital role in improving customer satisfaction. The successful candidate will be providing a high level of technical support and training to internal and external customers and have a passion for driving adoption and usage of AspenTech solutions and enhancing work practices. Working as part of a team of Technical Support Consultants, this role will be required to provide technical support to AspenTech customers for the Petroleum Supply Chain suite of products (e.g. Aspen PIMS and Aspen Petroleum Scheduler).
Your Impact
- Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
- Troubleshoot and resolve complex technical and/or engineering related problems reported by customers using AspenTech’s Petroleum Supply Chain (PSC) solutions, e.g. Aspen PIMS, Aspen Petroleum Scheduler, and Aspen Unified.
- 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 analyze 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.
- Strong understanding of Chemical and/or Petroleum Engineering principles.
- Knowledge and experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial.
- Minimum of 5+ years of relevant experience preferred. University experience may count.
- Previous experience with AspenTech software or other advanced tool from another vendor is a plus.
- Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
- The ability to identify 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.
Sr Technical Support Engineer employer: AspenTech
Contact Detail:
AspenTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at AspenTech on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into AspenTech’s products, especially the Petroleum Supply Chain suite. Show us you know your stuff and can talk about how you’d tackle real-world problems with our solutions.
✨Tip Number 3
Don’t just wait for the job to come to you! Apply through our website and keep an eye on new openings. The more proactive you are, the better your chances of landing that dream role.
✨Tip Number 4
Show off your passion for customer success! During interviews, share examples of how you've gone above and beyond to help customers in the past. We love candidates who put the customer first!
We think you need these skills to ace Sr Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the job description. Highlight your technical support experience and any relevant engineering knowledge to show us you’re the right fit for the role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about customer success and how your background aligns with our mission. Share specific examples of how you've overcome challenges in previous roles to demonstrate your problem-solving skills.
Showcase Your Communication Skills: Since this role requires clear communication, make sure your application is well-written and free of errors. Use concise language to convey your ideas, and don’t hesitate to include examples of how you’ve effectively communicated complex information in the past.
Apply Through Our Website: We encourage you to apply directly through our website. This not only streamlines the process but also shows us you’re genuinely interested in joining our team at AspenTech. Plus, it’s super easy!
How to prepare for a job interview at AspenTech
✨Know Your Stuff
Make sure you brush up on your knowledge of Chemical and Petroleum Engineering principles. Familiarise yourself with AspenTech's products, especially the Petroleum Supply Chain suite like Aspen PIMS and Aspen Petroleum Scheduler. Being able to discuss these in detail will show your passion and expertise.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully troubleshot complex technical issues. Think about how you resolved problems in previous roles and be ready to explain your thought process. This will demonstrate your ability to handle the challenges that come with the role.
✨Customer-Centric Mindset
Since this role is all about improving customer satisfaction, think of ways you've built strong relationships with clients in the past. Be ready to share stories that highlight your customer-first approach and how you've driven user engagement and product adoption.
✨Practice Your Presentation Skills
As you'll be delivering training classes, it's crucial to convey complex information clearly. Prepare a short presentation on a relevant topic and practice it. This will not only help you feel more confident but also showcase your communication skills during the interview.