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.
The Role
Reporting to the customer support and training Team-Lead, the Technical Support Engineer will be responsible for providing remote and/or onsite technical support and training activities for Aspentech SSE modeling products, including SKUA, RMS, and EPOS.
Your Impact
The role entails utilizing technical expertise and interpersonal skills to guide users in effectively onboarding to the software, ensuring a thorough understanding of its functionalities and workflows. The specialist will collaborate with users to optimize workflows, enhance project efficiency, and actively identify and pursue business opportunities within customer accounts to expand Aspentech Software's presence.
You will also work with our local IT and Sys Admin team to always maintain our systems operational and functional.
- Provide loyalty-inspiring customer service that drives user engagement and sustains product usage.
- Support clients locally or remotely by helping them grow their knowledge of AspenTech software and workflows, while properly using internal procedures and systems for support, tracking, and reporting. Escalate complex issues to R&D when needed.
- Troubleshoot and resolve complex technical and/or engineering-related problems reported by customers using AspenTech’s proprietary software.
- Deliver high-quality training classes based on relevant geoscience principles and upstream workflows, and develop or maintain customer-focused training materials for new releases and industry applications.
- Develop long-term relationships with assigned users by understanding their challenges and working closely with Account Management and Technical Sales teams to address them using AspenTech solutions.
- Work within the AspenTech SSE interdisciplinary team on customer engagement activities, including preparing and summarizing technical proof of concepts, proposals, and recommendations.
- Conduct pre-sales consultations to identify business problems, analyze client or prospect needs, and position AspenTech products as solutions. Proactively support sales efforts in collaboration with Account Managers and Technical Sales teams.
- Maintain and expand knowledge of the scientific principles behind the software, as well as current technologies, workflows, support standards, and troubleshooting techniques, leveraging the company knowledge base.
- Participate in customer projects, proof of concepts, and technical activities, as well as local industry events and tradeshows when required.
- Perform additional activities such as conducting health checks on assigned accounts, delivering onsite support and consultancy, deploying AspenTech solutions in customer environments, contributing to departmental improvement projects, and authoring technical white papers for the company knowledge base.
What You'll Need
- Bachelor's degree in Geology, Geophysics, Petroleum Engineering, or a related field.
- Master's degree in a related field is preferred.
- 5 years of relevant experience in Reservoir Modeling and characterization.
- Solid geomodelling project execution track record.
- Previous experience with Aspentech SSE Software for Modeling (SKUA/RMS) is a plus.
- Working knowledge of reservoir engineering/ uncertainty analysis tools is a plus.
- Proficient in Portuguese and English; Spanish proficiency is a plus.
- Knowledge of New or Renewable Energy workflows (like CCS, Geothermal Energy) is a plus.
- Ability to present complex information in a clear and concise manner utilizing strong written and verbal communication skills.
- Ability to identify opportunities that create value for customers with a strong customer first mindset.
- Ability to manage multiple responsibilities and competing priorities.
- Ability to travel. Travel is usually less than 30% and may occasionally be international.
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