Senior Technical Support Specialist
4 weeks ago
About the Role
The CS&T department at AspenTech is a central hub acting as the voice of our customers within the business. As a Senior Technical Support Specialist, you will play a crucial role within the team, taking ownership of customer service to provide the highest standard of support and training.
Your time will be divided between solving technical problems raised by our customers and delivering training to our customer (on-site and virtual). In addition, some of your time will be spent supporting our Sales teams with pre-sales consulting and other projects.
Your duties will include:
- 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.
- 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 tailored 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 on 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 product quality.
- 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.
- Conduct health checks on assigned accounts.
About You
- Bachelor, Masters or 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 and process industries. Work experience in such an environment is beneficial.
- Prior exposure to AspenTech products or competitor tools.
- Detail-oriented with hands-on problem-solving skills.
- Strong written and verbal communication skills.
- 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 be international.
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