Aspen Technology, Inc. Sr Technical Consultant in Reading, Pennsylvania
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.
Aspen Technology is the world's leading supplier of software for optimizing process engineering and manufacturing. 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. We constantly drive innovation in our products to remain the industry leading engineering technology company for the process industries. For more information, visit www.aspentech.com.
This opportunity is within the Customer Success and Training (CS&T) department and plays vital role in improving customer satisfaction. The successful candidate will be providing high level of technical support to internal and external customers. Continuous improvement is must to ensure the department is offering the best level of service.
The successful candidate will be providing technical support for products in the Manufacturing Execution Systems (MES) product suite.
Working as part of a team of Technical Support Consultants, this role will be required to provide technical support to AspenTech customers for the Manufacturing Execution Systems suite of products (e.g. InfoPlus.21). Tasks will include:
Troubleshooting and resolution of technical issues related to MES products reported by customers via telephone, web chat and e-mail
Develop product knowledge to enable contribution to second level support activities
Escalation of product issues to other disciplines within AspenTech, e.g. Research & Development or Professional Services
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
Provide product support to Sales, Business Consultants and Marketing as and when required
There is the potential for the role to be expanded to include the following tasks:
Deliver MES product training in either AspenTech public training facilities or on customer site
Run internal/external workshop for MES products
Onsite services work
Technical Customer Advocate services to help improve the satisfaction of key customers
Providing technical support for other AspenTech products (e.g. installation/systems issues)
What You'll Need
Bachelor's Degree, Computer Science or Chemical Engineering preferred
Technical Knowledge of Windows Server troubleshooting, virtualization (e.g. VMWare, HYPER-V), TCP/IP, network troubleshooting, and basic database knowledge (e.g. SQL)
Knowledge of Microsoft Active Directory, DNS, DHCP, and File Servers
Excellent communication, customer relationship and troubleshooting skills
English communication skills are mandatory (additional language skills would be beneficial)
Ability to travel internationally
A passion for driving adoption and usage of software products and enhance work practices
Excellent interpersonal skills to convey complex information in a clear and concise manner
While our impact on the world is big, we offer many of the advantages of a smaller organization. Every employee has a real opportunity to make important contributions that directly benefit our customers and drive our success.
AspenTech is thriving, thanks to our relentless focus on innovation and the dedication of our team of world-class experts who speak more than 10 languages and work in 30 different offices worldwide.
AspenTech is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran Status or any other basis protected by federal, state, or local law.
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