The Technical Support Engineer I will provide customer support for APC software, resolve customer problems, conduct trainings, create and update training materials, and gather customer feedback for software improvement. They will also assist in problem escalation and provide necessary sales support.
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 RoleWe are seeking a Technical Support Engineer to join our Advanced Process Control (APC) Technical Support team. The ideal candidate should be able to learn new concepts quickly, be an innovative thinker, demonstrate high initiative, have great communication skills and work to the highest ethical standards.
Your Impact
- Assignments will be varied. Your time will be divided between solving customer problems with our APC software via telephone/web, deploying APC software, delivering high quality training on our APC product line and other department projects as needed.
- Provide customer specific reviews, health checks and guidance to holistically solve customers’ business problems. Provide specific recommendations for customers to achieve more business value from our products.
- Drive improvement in our APC software. Provide your own ideas and bring customer feedback to the R&D team to make our products better.
- Serve as a key focal point for problem escalation and resolution.
- Develop and maintain APC training course materials and curriculum to include newly released functionality and the latest trends in APC methodology.
- Author white paper solution articles for publication to the user community through our support web knowledge base.
- Test pre-released versions of AspenTech software.
- Travel to customer sites if required. Travel is usually less than 30% and may occasionally be international.
- Deliver the product trainings at the office and customer site in Worldwide to meet the demand from customer.
- Knowledge transfer sessions for internal staff on technical issues.
- Provide necessary Sales Support by Demonstrating Product functions, Demo and presentation.
What You'll Need
- Minimum working experience of 3-5 years with advanced Process Control applications like Aspen DMC+ [or] DMC3 or other relevant software tools.
- Engineering Degree B Tech / BE in Chemical / Process Engineering / Petroleum Engineering [or] Instrumentation is minimum.
- Master’s degree or higher qualification is advantage.
- Experience in Advanced Process Control Technology / Process controller tuning / Plant Operations through Control System is required.
- Excellent troubleshooting experience in IT / Network environment for application configuration and setup.
- Knowledge about PID loop tuning, Plant performance monitoring, exposure to MES and related technologies are added advantage.
- Experience in Teaching or training delivery is added advantage.
- Excellent Communication Skills in English and writing Skills are essential for the Job.
- Interpersonal and Customer relationship skills.
- #LI-RK1
Top Skills
Aspen Dmc+
Dmc3
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