Principal Technical Support Engineer

2 weeks ago

Reading Berkshire, United Kingdom Aspen Technology Full time

Job Description 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
Aspen Technology is seeking a Sr Principal Technical Support Engineer to join our industry leading Engineering software support team. The ideal candidate should be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards. The candidate will work with our customer base to resolve problems and provide consultation with AspenTech Engineering software such as Aspen Plus and Aspen HYSYS.


Your Impact
Troubleshoot & resolve chemical engineering related industry problems reported by the customer base using AspenTech’s proprietary software
Function as a global expert and assist worldwide staff to resolve advanced chemical engineering related industry problems reported by the customer base using AspenTech’s proprietary software
Communicate with customers through phone, chat, web-conferencing, email and in-person
Act as a role model to other team members in following work processes and demonstrating AspenTech’s values
Own escalation of all assigned customer issues and drive holistic resolution cross-functionally within AspenTech. Work with cross functional management to ensure global issue escalation meets ongoing customer needs.
Identify new content areas and lead teams to create technical white papers for publication to AspenTech’s web knowledgebase for areas of expertise
Deliver high-quality advanced level and customized training classes, which are based on principles of chemical engineering and industrial processes, to industry-recognized expert users
Using expert knowledge of industry trends, lead development of AspenTech’s customer-facing training materials for new applications and focus in the industry. Mentor others to tailor training materials to specific plants and processes based on customer industrial business needs.
Lead a small team functioning as subject matter experts (SME) in AspenTech’s pre-release beta software testing program to drive improved product quality – proactively ensure the effectiveness of the testing
Lead complex pre-sales consultations, based on chemical engineering principles and industrial processes, to identify prospects’ business problems and articulate AspenTech’s products as the solution
Lead others to architect, configure and deploy AspenTech solutions in customer environments based on customer business needs
Identify the need for health checks on assigned accounts and conduct them
Identify and lead cross-functional improvement projects as needed with regular updates to an AspenTech management team


What You'll Need
Bachelor's, Master’s or Ph.D. degree in Chemical Engineering or closely related discipline
Strong understanding of Chemical Engineering principles with demonstrated expertise
Knowledge of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial.
Detail-oriented with hands-on problem-solving skills
Prior exposure to AspenTech products or competitor tools
Strong written and verbal communication skills. Ability to communicate effectively with senior management about business initiatives. Ability to present complex information in a clear and concise manner.
Strong customer first mindset, with the ability to identify opportunities that create value for customers
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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