Manager, Customer Support & Training

Aspen Technology, Inc.; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

AspenTech is seeking a Manager, Customer Support and Training to lead a team of support engineers delivering technical assistance for the Digital Grid Management software. You will ensure SLA adherence, high customer satisfaction, and contribute to department projects.

You will oversee staffing, performance management, and employee development, coordinate training, mentor engineers, and act as escalation point for high-priority issues, while collaborating with global teams to drive adoption and

Qualifications

• Bachelor’s degree in engineering or related technical field.
• 8–10 years of experience in Power/Utilities/Automation with at least 2 years in people management.
• Familiarity with public Power and utilities industries for Digital Grid Management & Technologies.
• Programming knowledge is preferred.
• Excellent verbal and written communication skills.
• 10% travel required (domestic and international).
• Strong analytical and problem-solving abilities.

Responsibilities

• Oversee a team of support engineers delivering customer issue resolution via ticketing system, phone, chat, and remote access.
• Ensure SLA adherence and high customer satisfaction; manage day-to-day operations and escalations.
• Staffing, performance management and employee development; training new employees.
• Coach and mentor engineers; deliver product training and demonstrations to customers.
• Collaborate with CS&T management to meet departmental metrics and drive adoption.
• Liaise with other departments to progress issues requiring additional expertise.
• Identify opportunities for process improvements and automation; support global regions.

Skills

Team management

Communication skills

Analytical skills

Problem solving

Programming knowledge

Education

Bachelor's degree in engineering or related technical field

Job description

The Role

The Manager, Customer Support and Training will oversee a team of support engineers who provide technical support to customers who use AspenTech Digital Grid Management (DGM) software. Managers are responsible for ensuring the support team resolves customer issues according to the Service Level Objectives (SLO) with a high satisfaction level, ensuring any customer experience is delivered to high quality standards and executing other department projects as required.

Your Impact

Manage a team of support engineers providing customer issue resolution. This includes staffing, performance management, and employee development. Ensure the team of technical consultants provides timely and expert customer support to resolve a wide range of product usage and application issues for our customers, primarily through ticketing system, telephone, chat, and remote access. Ensure technical support team follows department processes and guidelines. Make quick and sound decisions to handle and escalation critical problems that impact customers’ operating facilities but are not solvable by normal support practices. Manage day-to-day operations, including interfacing directly with customers as needed, and training new employees. Work as a member of the CS&T management team to ensure departmental metrics are achieved. Ensure customer training gaps are outlined and handed off to Account Management and Training through standard processes. Function as an expert on DGM product line of software to mentor and train new support engineers. Coach and develop a strong team to deliver product training and solution demonstrations to customers, with the goal of driving usage, adoption and growth. Act as an escalation point for level 1 escalations when support tickets exist SLO to develop a plan to bring to swift resolution. Liaise with various departments to ensure progress where additional expertise is needed. Regularly review processes for opportunities to gain efficiencies through technology and automation. Support global regions with triage and intake best practices.

What You'll Need

• Minimum requirement - bachelor’s degree in engineering or related technical field.
• 8–10 years of overall experience in the Power, Utilities, or Automation industries, with at least 2 years of team management experience.
• Familiarity with public Power and utilities Industries for Digital Grid Management & Technologies.
• Knowledge of computer programming preferred.
• Excellent communication skills, both verbal and written.
• Occasional domestic and international travel is required (10%).
• Strong analytic and problem-solving skills.
• Highly energetic with strong initiative.
• Works with a sense of urgency and inspires others to do the same.

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 [e-mail].

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 gender; 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; your racial or ethnic origin; any criminal convictions and offences.

AspenTech Security and Privacy Policy 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: Transparency in Coverage Rule - Machine Readable Files Transparency In Coverage Rule And Consolidated Appropriations Act Overview and FAQS