Sr Technical Support Engineer (Exp w/Petroleum Supply Chain: Planning & Scheduling)

Aspen Technology; Houston (TX); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Career development programs

Community service project support

Social events for relationship building

Job summary

Aspen Technology in Houston, Texas is looking for a Senior Technical Support Engineer to join the Supply Chain team. You will be responsible for troubleshooting technical issues, delivering expert training, and developing customer-focussed training materials on AspenTech solutions.

This role requires a background in chemical engineering and at least 5 years of experience in related fields. The position emphasizes strong communication skills and a proactive approach to customer engagement. Occasional travel may be necessary.

Qualifications

• Minimum of 5+ years of relevant experience preferred.
• Strong understanding of chemical and manufacturing business processes.
• Ability to present complex information clearly.

Responsibilities

• Provide loyalty-inspiring customer service to resolve technical issues.
• Deliver high-quality training classes to AspenTech customers.
• Conduct pre-sales consultations to identify business problems.

Skills

Chemical Engineering principles

Strong communication skills

Customer service

Technical problem-solving

Education

Bachelor's or master's degree in engineering

Tools

Aspen PIMS

Aspen Petroleum Scheduler

Plant Scheduler

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

We are seeking a Senior Technical Support Engineer to join our Supply Chain team, specializing on advanced technologies for production planning, scheduling, blending and optimization. The ideal candidate should have a background in chemical engineering or optimization, with knowledge of techniques like linear and nonlinear programming along with a proactive learning mindset, innovative thinking, and strong communication skills.

In this role, you will collaborate with customers to resolve technical issues, deliver expert guidance and provide trainings on AspenTech solutions (e.g., Aspen PIMS, Scheduling & Blending Optimization, and Aspen Unified technology). This is an exciting opportunity for someone passionate about driving operational excellence in the downstream sector.

Your Impact

• Provide loyalty-inspiring customer service that drives user engagement and sustains product usage; troubleshoot & resolve complex technical and/or engineering related problems reported by customers using AspenTech’s proprietary software and track work in a CRM system.
• 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 analyse 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 or related discipline.
• Minimum of 5+ years of relevant experience preferred. University experience may count.
• Strong understanding of Chemical Engineering principles.
• Knowledge & experience of chemical and manufacturing business processes in the refining, chemical, pharmaceutical or process industries. Work experience in such an environment is beneficial.
• Previous experience with AspenTech Supply chain softwares such as Aspen PIMS, Aspen Petroleum Scheduler, Plant Scheduler, Multi Blend Optimization, Unified PIMS/Scheduling or similar advanced tools from another vendor is a plus.
• Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
• Ability to identify and drive growth 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.