- 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:

- 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.