Technology Services Consultant (Advanced Process Controls)

Position

Permanent, Full-time

Location

Houston, TX or USA

Reference

KBC-2023-009

Closing date

October 28, 2023

Job Purposes

  • The Technology Services Consultant for Advanced Process Control (APC) systems will work with clients to support the execution of APC projects using the PACE technology.  Additionally, the Consultant will execute PACE projects to ensure projects meet or exceed stated milestones, project objectives and financial goals. Requires full knowledge of the product and its applications, advising clients on technology solutions, along with a strong understanding of the client's objectives, challenges and value proposition.
  • As a Technology Services Consultant in the Technology business your main focus will be client value delivery in the form of Projects, Customer Support on technology related queries, and Technology Training.
  • Receive and process customer inquiries for technology solutions, and support customers through specialized technical or scientific applications, keeping in line with our quality KPIs.
  • Will work within a community of engineers mentoring junior staff and working alongside SME in technology and consulting to develop expertise.
  • Serve as bridge between sales, R&D, and customers, to maintain and strengthen the KBC / partnership relationships.

Responsibilities

  • Project Related:
    • Execute APC projects including assessment, pretest, design, plant test, modelling, configuration, installation, commissioning, and training.
    • Deliver APC projects effectively dealing with technical issues to ensure customer satisfaction.
    • Perform APC feasibility and benefit studies & post audits.
    • Understand and provide support for the RT-OP solution
  • Technical Support – Provide application support for internal and external customers via email, phone and in person. Monitor customer tickets, identifying and resolving standard issues and escalating these to manager as appropriate. Ensure customer needs and expectations are met with respect to KBC software and referring issues where necessary to appropriate specialist, or sales. Respond to customer escalations promptly and appropriately; requesting managerial approvals as needed.
  • Technology Training - Deliver user training of the PACE technology. Will also be expected to create material as needed.
  • Product Information - Provide product information (PACE, RT-OP) and respond to complex customer questions about our simulation portfolio of products escalating to team or product lead as needed.
  • Solution Development:
    • Provide feedback on the PACE technology to assist with product development and enhancements to the technology
    • Contribute to R&D tasks when needed (provide expert feedback, testing, among others)
    • Assist with documentation and demo case development.
    • Identify areas needing improvement, develop potential solutions.
  • Sales and Marketing Support:
    • Collaborate with APC Sales, team leader, and Commercial Services groups in proposal writing and project hrs. estimates.
    • Assist with client sales visits to demonstrate technology features.
    • Provide support to KBC marketing events; represent Company at industry conferences, present papers
    • Communicate with Sales of new opportunities discovered during interactions with customers.
  • Fault Diagnosis & Correction - Provide fault isolation and resolution to limit and address issues promptly.
  • Customer Support - Maintain relationships with customers either personally or through collaboration with project team. Work within established systems to develop solutions, generate new opportunities and ensure all customer demands are met.
  • Facilitate Meetings with Customers ­- Set clear objectives for each customer meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
  • Periodic Health Checks - Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the Technology Solution.
  • Service-related Upselling - During service interactions, look for opportunities to bridge customer needs to additional products/services offered by the organization. Communicate follow-up realistic potential sales opportunities.
  • Operational Compliance - Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Actively support company Knowledge Management. Actively support company work process implementation and improvement.
  • Personal Capability Building - Build / maintain awareness of KBC's product lines. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Position Requirements

Behavioral Competencies:

  • Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
  • Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
  • Tech Savvy - Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.

Skills:

·       Master’s Service Conversations

·       Compliance Management

·       Strengthens Customer Relations

·       IT Testing

·       Navigates Customer Challenges

·       Policy & Regulation

·       In-depth Questioning

·       Provides Technical Support

·       Service into Sales

·       Troubleshoots Technical Issues

·       Strategic Planning & Analysis

·       Review & Reporting

·       Builds Customer Loyalty

·       Computer Skills

·       Customer-Focused Approach

·       Written & Verbal Communication

 

Education:

  • BS or MS degree or equivalent in Chemical / Process Engineering

General Experience:

  • Relevant APC experience in commercial environment
    • Knowledge of advanced process control, and basic regulatory control configuration and tuning
    • Solid understanding of chemical engineering principles and ability to learn new concepts quickly
    • Experience in a process plant (chemical or refining) environment
    • Ability to effectively interact with a variety of plant work groups, including plant management, client engineers and operators in a control room environment
    • Knowledge of advanced process control (SMOC/PACE, DMC, RMPCT) desired
    • Knowledge of distributed control systems and real-time databases and computer networks is a plus
  • Ability to provide guidance to others regarding work related systems, processes and challenges
  • Ability to work as a team member in complex technology areas.
  • Ability to manage complex workload
  • Experience working in a global organization and with different cultures is an advantage.
  • Willingness to undertake travel (50-60%) to visit clients.
  • Highly motivated with a good work ethic.

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