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
The Manager, Customer Support and Training will oversee a team of support engineers who provide technical support to customers who use AspenTech Digital Grid Management (DGM) software. Managers are responsible for ensuring the support team resolves customer issues according to the Service Level Objectives (SLO) with a high satisfaction level, ensuring any customer experience is delivered to high quality standards and executing other department projects as required.
Your Impact
- Manage a team of support engineers providing customer issue resolution. This includes staffing, performance management, and employee development.
- Ensure the team of technical consultants provides timely and expert customer support to resolve a wide range of product usage and application issues for our customers, primarily through ticketing system, telephone, chat, and remote access.
- Ensure technical support team follows department processes and guidelines.
- Make quick and sound decisions to handle and escalate critical problems that impact customers’ operating facilities but are not solvable by normal support practices.
- Manage day-to-day operations, including interfacing directly with customers as needed, and training new employees.
- Work as a member of the CS&T management team to ensure departmental metrics are achieved.
- Ensure customer training gaps are outlined and handed off to Account Management and Training through standard processes.
- Function as an expert on DGM product line of software to mentor and train new support engineers.
- Coach and develop a strong team to deliver product training and solution demonstrations to customers, with the goal of driving usage, adoption and growth.
- Act as an escalation point for level 1 escalations when support tickets exist SLO to develop a plan to bring to swift resolution.
- Liaise with various departments to ensure progress where additional expertise is needed.
- Regularly review processes for opportunities to gain efficiencies through technology and automation.
- Support global regions with triage and intake best practices.
What You'll Need
- Minimum requirement - bachelor’s degree in engineering or related technical field.
- 8–10 years of overall experience in the Power, Utilities, or Automation industries, with at least 2 years of team management experience.
- Familiarity with public Power and utilities Industries for Digital Grid Management & Technologies.
- Knowledge of computer programming preferred.
- Excellent communication skills, both verbal and written.
- Occasional domestic and international travel is required (10%).
- Strong analytic and problem-solving skills.
- Highly energetic with strong initiative. Works with a sense of urgency and inspires others to do the same.
