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Form of work
SalaryThe 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
The Manager, Customer Support & Training (CS&T) is a key leadership role and is vital to ensuring customer success. The role is responsible for leading and managing a team of Technical Support Engineers who are specialists in our Engineering product suite. The manager will proactively ensure effective collaboration and engage the team to achieve/exceed goals. Your Impact
- Manage a team of Technical Support Engineers who provide customer issue resolution, pre-sales presentations and customer training - this includes recruitment, performance management, and career development.
- Be a positive role model for AspenTech’s core values and leadership principles.
- Ensure Technical Consultants provide timely and expert Customer Support to resolve a wide range of product usage and application issues for AspenTech customers, primarily through remote telephone, chat, and e-mail support but also through occasional on-site visits.
- Make quick and sound decisions about how to handle critical problems that impact customer’s operating plants that are not solvable by normal support practices.
- Drive escalation and resolution of high impact customer issues through AspenTech’s defined processes.
- Supervise day-to-day operations, including interfacing directly with customers as needed, and Training new employees.
- Ensure delivery excellence of public and on-site customer training.
- Proactively promote AspenTech’s training services.
- Work as a member of the CS&T global management team to ensure departmental metrics are achieved.
What You'll Need
- Minimum of five years relevant work experience in a technical field, preferably software support for the petroleum, petrochemical, or chemical industries.
- Bachelor’s Degree or equivalent technical degree is preferred, e.g. Engineering or Computer Science related.
- Additional consideration for experience with Aspen’s proprietary software.
- Proven experience as an effective people manager.
- Excellent communication and leadership skills.
- Strong decision-making and customer service skills
- Ability to influence and persuade stakeholders.
- Create and deliver presentations to customers and the Sr Management team.
- Clear and concise communications both written and verbal.
- Proactively works out and seeks ways so the team can contribute to AspenTech’s growth.
- Performance management of staff. Strong hiring, retention, coaching and career development skills.
- Be able to demonstrate critical thinking with strong analytic and problem-solving skills.
- Knowledge of artificial intelligence and machine learning.
- Occasional domestic and international travel is required (5-10%).
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