AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

　　We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

　　If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/

　　Job Title:

　　Tech Support Engineer - II

　　Reports to:

　　Team Lead or Technical Support Manager

　　Department:

　　Technical Support

　　Job Level:

　　C

　　Job Purpose

　　Tech Support Engineer is a key role in contributing to the growth of business within the region, providing the essential post sales product support, training, consultancy, and implementation for AVEVA AIM and Schematic related applications.

　　The job holder is accountable for delivery of professional services to customers, either internally or externally, and may be required to travel at short notice to an AVEVA office, or customer location, anywhere in the region or around the world.

　　Familiarity Oil & Gas, Power filed work flow’s knowledge is highly desirable.

　　Dimensions

　　This particular role is part of a team, which supports our implementations and customers primarily in Asia Pacific but will also be supporting projects worldwide. The position requires the ability to work closely with the customer and project management to collaboratively implement AVEVA AIM and Schematic.

　　Tech Support Engineer will act as a technical member in customer support engagements, taking a high level of personal responsibility for achieving a successful engagement but also directing development staff where appropriate. Regular travel is expected, as customers and prospects will be in global locations. Consultancy and pre-sales will be predominantly with an evolving new product, but it will also involve existing products already in the market.

　　Principal Accountabilities

　　Provides routine first line product support as required to customers in the region, under guidance from more senior members of the team

　　Promptly address and resolve customer complaints or technical issues, with guidance and escalation if necessary

　　Provides specialist product training in accordance with AVEVA’s global training procedures both in AVEVA training centres and at customer locations

　　Contributes to the delivery of deployment and configuration services to AVEVA’s customers

　　Works with members of the technical team and technical managers to help develop scopes of work and proposals for consulting and customisation services

　　Develops technical skills within the primary domain and into other AVEVA product areas to assist in the growth of the technical team in the region.

　　Provides industry specific consultancy, based upon related experiences to aid other members of the team to achieve successful product positioning

　　Consult customer in best practices for applying AVEVA AIM and business processes related to the product

　　Works with members of the technical team and technical managers to help develop scopes of work and provide the proposals for delivering the project and customized services based on the customer requirement..

　　Develops technical skills within the primary domain and into other AVEVA product areas to assist in the growth of the technical team in the region

　　Important Working Relationships

　　The Tech Support Engineer must be able to work closely with the customer on several levels from middle management to end user groups.

　　Implementations are supported by distributed development teams and local offices.

　　Close co-operation with overseas resources is a major requirement for this position. Communication language is English

　　The Tech Support Engineer must develop and maintain strong and healthy working relationships with the oversea engineers, including development and consultants in APAC also other areas and AVEVA sales and consultants worldwide.

　　Knowledge, Skills & Experience Required

　　The individual will have:

　　Strong customer service skills.

　　Associate or bachelor’s degree (or equivalent experience) in a relevant engineering discipline.

　　Proven 2 years or more experience of AVEVA products or similar technologies

　　Proven 2 years or more knowledge of the plant operation, engineering, design, procurement and construction business either from an owner-operator or an engineering contractor background.

　　Good problem-solving skills

　　The ability to manage and handle multiple commitments simultaneously

　　Excellent written communication skills, including the ability to produce technical specifications and training material

　　Ability to communicate well with customers, managers and AVEVA staff in APAC and worldwide

　　Willingness to travel extensively within the region and abroad to perform consultancy tasks

　　Prior software customization experience is preferred

　　Fluent in English (written & spoken)

　　In addition the following will be beneficial:

　　Knowledge and understanding of plant engineering and design processes.

　　Proven experience of AVEVA products or similar technologies.

　　Knowledge in programming. Exposure to RESTAPI, Angular JS, C# would be an advantage.

　　Knowledge in Database, SQL

　　AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

　　AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

　　Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

　　Empowering you with pioneering tech

　　AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

　　We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

　　If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/.