Technology Support Engineer

Position

Permanent, Full-time

Location

Houston, Texas

Reference

KBC-2022-089

Closing date

March 10, 2023

If you would like to be part of a leading Consultancy specialising in the Decarbonisation, Energy Transition, Process / Value Chain Optimisation, Operational Performance business then take a closer look at KBC.

We have an opportunity in our Houston offices for a Chemical Engineer to join our Technology Support, Services and Training team.

Job Purposes

  • Receive and process customer inquiries and/or complaints in support of technology solutions, and support customers through specialized technical or scientific knowledge/Technology Solutions applications as assigned for the given region.
  • Ensures customer support is delivered in a timely fashion to the highest quality with guaranteed satisfaction.
  • Work alongside the Regional Software Support Lead to build and maintain relationships with internal and external clients to ensure their modelling needs are met and to grow the Software business
  • Maintain ongoing relationships with selected customers and sales staff, particularly those focused on technical applications of Technology Solutions.

Responsibilities

  • Technical Support – Provide software 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. Assist with client sales visits to demonstrate technology features.
  • Resolving Customer Issues - 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; provide managerial approvals as required.
  • Product Information - Provide advanced product information and respond to complex customer questions about the technology solution.
  • Fault Diagnosis & Correction - Provide fault isolation and resolution to limit and address issues promptly.
  • Customer Support - Client advocate for small/medium accounts – includes but not limited to proactive contact with customers, administrative tasks, etc. Acts as client liaison and advises on technical aspects of work.
  • Customer Needs Clarification ­- 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.
  • Project Related:
    • Analyze data, execute and review process calculations.
    • Perform process simulations including model calibration.
    • Implement simulation solutions at client sites or remotely – deliver monitoring systems, operational models.
    • Serve as technology/simulation specialist in consulting projects.
    • Deliver sections or entire software training course independently
    • Assist with training material development as needed
    • Software project management and related tasks
  • Solution Development:
    • 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 Sales and Commercial Services groups in proposal writing and project hrs. estimate, etc
    • Provide support to KBC marketing events; represent Company at industry conferences, present papers
  • 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.
  • KBC Company Business - Actively support company Knowledge Management. Actively support company work process implementation and improvement.

Position Requirements

Behavioral Competencies

  • Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
  • 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.
  • Courage - Steps up to address difficult issues, saying what needs to be said. For example, shares own ideas and points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and challenges; raises difficult topics to be sure they are addressed.

Skills

  • Masters Service Conversations
  • Compliance Management
  • Strengthens Customer Relations
  • IT Testing
  • Navigates Customer Challenges
  • Policy & Regulation
  • Leverages Digital Communication
  • Provides Technical Support
  • Service into Sales
  •  Troubleshoots Technical Issues
  • Action Planning
  • 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

  • Knowledge of refining processes with experience in modeling.
  • Plant or refinery operational experience is a distinct advantage.
  • Knowledge of site economics is a distinct advantage.
  • Familiar with and able to use standard flowsheeting packages.
  • Familiarity with one or more additional KBC software products is a distinct advantage.
  • Ability to work as a team member in complex technology areas.
  • Ability to lead and manage a complex workload
  • Experience working in a global organization and with different cultures is an advantage.