Working as part of a team of Technical Consultants, this role will be required to provide technical support to AspenTech customers for the APC (Advanced Process Control) suite of products (e.g. DMCplus).
Providing “Technical Solutions” to Customers for APC solutions, through remote support telephone, web chat and e-mail.
Maintaining high quality of support experience and KPIs to customers in terms of SLO, Customer satisfaction and Resolution.
Delivering trainings to customers on DMCplus and other APC Suites of Products. Updating course material for continuous training delivery improvement.
Providing “Consultative Support Services” to customers on-site for Implementation & On-site troubleshooting with a commitment to complete the task on schedule.
Demo APC Solutions and its features to customers for “Sales Activities Support” and new functions/features adoption.
Lead and mentor Junior consultants on technical issues and Customer Support Process.
Create and Publish “Knowledge Base Articles” on APC Technology for customer's access through online support center.
Participating in Product Testing of future software releases to help drive improved product quality
Bachelor's Degree in Chemical/Process engineering.
4 to 6 years of previous experience in APC solution design, implementation, administration and maintenance in process industry for complex projects.
Deep insight and business knowledge in APC for process manufacturing industry.
Familiar with the mainstream APC solutions in the market.
Refinery OR Chemical OR Petrochemical domain expertise required.
Experience in using Aspen MES like InfoPlus-21 family of products is advantageous.
Strong written and oral English and Chinese communication skills (additional language skills such as Korean or Japanese would be beneficial).
Hands-on problem-solving skills with a drive to deliver high quality work.
Can work well in diverse teams composed of people with various backgrounds.
Willing to travel 30-40% time, both domestic and international.