Overview

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).

Roles and Responsibilities

• 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

Qualifications

• 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.