Tech Support Engineer – II

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 AVEVA Careers.

For more information about our privacy policy and how to manage cookies, visit our Privacy Policy.

Job Title: Tech Support Engineer – II

Product: AVEVA E3D

Location: Tokyo, Japan (Office: Tamachi)

Employment Type: Full time, Permanent

Reporting to: Customer Success Manager

Work Style: Hybrid (3 days at the office)

Benefits: Flex working hour system with core hours, starting from total 22 days annual leaves, Maternity, Paternal, Additional Leaves, Life Insurance, Retirement allowance, Group Term Life Insurance, Annual Health Checkup, Relo Club Employee Benefits, Well-being Support, Company’s Gift, Work anniversary leaves, etc.

Language requirements: Bilingual to native level of Japanese language and full business level of English language

Others: candidates needs to have permit to work in Japan

Job Purpose

The technical 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 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.

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 centers 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 customization 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.

Important Working Relationships

• Sales: Work with the sales and pre-sales team in identifying opportunities, providing technical support at all levels of customer engagement and responding to product support issues.
• Technical: Work within a dynamic team and show flexibility in the use and development of personal and technical skills to maximize the team’s efficiency. In particular, develop a close and effective working relationship with the central support office
• Customers: Develop good working relationships with clients and always provide the highest level of customer service and professionalism

Knowledge, Skills & Experience Required

The individual will have:

• Strong customer service skills
• An aptitude for delivering training and/or some experience in delivering customer focused technical training
• Associate’s or Bachelor’s degree (or equivalent experience) in a relevant engineering discipline.
• Proven 2 years or more experience of AVEVA products or similar technologies
• Good problem-solving skills
• The ability to manage and handle multiple commitments simultaneously
• Willingness to travel extensively within the region and abroad to perform consultancy tasks
• Fluent in English (written & spoken)
• Fluent in Japanese (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 IT and programming. Exposure to PML and/or C# would be an advantage.

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.

Read Full Description