AspenTech

Principal Technical Support Consultant - PIMS

GB-READING
Req #
9550
# of Openings
1
Job Posting Category
Technical Support & Training

Overview

AspenTech is a recognized expert and leading provider of award-winning process optimization software and services. AspenTech's integrated aspenONE(TM) solutions enable manufacturers to reduce costs, increase capacity, and optimize operational performance end-to-end throughout the engineering, plant operations, and supply chain management processes, resulting in millions of dollars in cost savings. For more information, visit www.aspentech.com .

 

This opportunity is within the Customer Support and Training (CS&T) department and plays vital role in improving customer satisfaction and offer the best level of service. The successful candidate will be providing high level of technical support and training for products in AspenTech’s Petroleum Supply Chain Suite of software including Aspen PIMS, Aspen Petroleum Scheduler (formerly Aspen Orion XT), Aspen Refinery Multi-Blend Optimizer (Aspen MBO) and related products. 

Responsibilities

Working as part of a team of Technical Support Consultants, this role will be required to provide technical support to AspenTech customers for the Petroleum Supply Chain suite of products (e.g. Aspen PIMS and Aspen Petroleum Scheduler).  Tasks will include:

  • Troubleshooting and resolution of technical issues reported by customers via telephone, web chat and e-mail
  • Develop product knowledge to enable contribution to second level support activities
  • Escalation of issues to other disciplines within AspenTech, e.g. Research & Development or Professional Services
  • Provide product support to Sales, Business Consultants and Marketing as and when required
  • Assist in the meeting of key performance indicator targets
  • Creation of knowledge base articles for distribution to customers
  • Participate in beta testing of future software releases to help drive improved product quality
  • Deliver product training in either AspenTech public training facilities or on customer site

There is the potential for the role to be expanded to include the following tasks:

  • Onsite services work and health checks
  • Run internal/external workshop for Petroleum Supply Chain Product Suite
  • Technical Customer Advocate services to help improve the satisfaction of key customers
  • Providing technical support for other AspenTech products

Qualifications

  • Degree in Chemical Engineering is preferred but Computer Science, Information Systems, or equivalent will be considered.
  • Experience of working in petroleum planning, scheduling or blending in a refinery
  • Knowledge of Process Modelling and Optimization using LP (Linear Programming)
  • Prior experience with Aspen PIMS or Aspen Petroleum Scheduler (Orion) is preferred
  • Excellent communication, customer relationship and troubleshooting skills
  • English communication skills are mandatory (additional language skills would be beneficial)
  • Ability to travel internationally

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