Associate Manager, Customer Support and Training

3 weeks ago

Medina, Ohio, United States Aspen Technology Full time

AspenTech is a global software leader helping industries meet the increasing demand for resources from a rapidly growing population in a profitable and sustainable manner. Our Digital Grid Management software suite, including AspenTech OSI products, helps power and utilities companies achieve superior real-time control, optimization and management for exceptional performance of complex energy networks.

The RoleThe Associate 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. Associate Managers are responsible for ensuring the support team resolves customer issues with a high satisfaction level, ensuring any customer experience is delivered to high quality standards and executing other department projects as required.

Your Impact

  • Supervise 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 customer's operating facilities but are not solvable by normal support practices.
  • Supervise 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 team members are successfully delivering customer trainings as needed, leveraging DGM standardized process.
  • Function as an expert on DGM product line of software to mentor and train new support engineers.

What You'll Need

  • Minimum requirement - bachelor's degree in engineering or related technical field and a minimum of 2 years of experience or an equivalent work record.
  • Familiarity with public utilities is a plus.
  • Knowledge of computer programming preferred.
  • Previous direct supervisory experience is highly desirable.
  • 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.

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