Presales & Technical Support Engineer, China

Local Unit & Position Description

DNV Digital Solutions is a major supplier of strategic, technical software within the oil and gas, process, energy and maritime industries. It also deploys innovative QHSE solutions within general industry, healthcare and transportation/aviation sectors. Our customer base is global.

Working closely with colleagues in the Plant Product Centre, the Technical Support Engineer role will entail assisting our customers in their use of advanced software products such as Phast & Safeti, Maros & Taro, KFX/EXSIM plus configured solutions such as Synergi Plant.

Phast and Safeti deliver industry standard methods for carrying out Quantitative Risk Assessments of offshore and onshore process, chemical and petrochemical facilities and other hazardous operations such as CCUs and those associated with hydrogen and other green energy carriers. They allow the safety of an installation to be assessed against any risk criteria and provide valuable guidance concerning possible mitigation measures, such as changes in design, operation, response or land use planning.

Maros & Taro are advanced RAM (reliability, availability, maintainability) software tools for predicting asset performance and hence allowing production efficiency to be optimised whilst minimising costs.

Synergi Plant offers a complete plan-do-check-act approach for managing asset integrity risk quantitatively or qualitatively.  It is part of DNV's asset performance management (APM) offering. It empowers companies to capture, integrate and visualize data, which can be further integrated with analytical tools such as reliability-centered maintenance (RCM), risk-based inspection (RBI), performance forecasting (RAM analysis) and safety integrity level (SIL) with the clear objective of improving the reliability and availability of assets.

DNV Digital Solutions Area Greater China is seeking a Presales & Technical Support Engineer to join our team. Presales responsibility include generating leads, and support to marketing and sales activities with technical background, the Technical Support activities typically include dealing with customer IT issues such as installation and licensing, plus providing domain support to help customers solve their problems in timely fashion.  Another important activity is the delivery of customer training, both in person and online. This person will also work as part of a global technical support team. The location of this role is likely based in offices in Shanghai, Beijing, but can be flexible for exceptional candidates.

You are now invited to become part of this dynamic business unit.

The Presales & Technical Support Engineer, Area Greater China:

• Shall report to the Area Manager of Greater China of DNV Digital Solutions; located in our office in Shanghai.

Main responsibilities:

• Visiting customers to demonstrate software and delivering pre-sales support
• Delivering webinars, seminars and support other marketing activities
• Presenting software speech in external conference
• Providing exceptional customer service to handle customer support queries from start to finish via email, web and telephone
• Taking ownership of registered cases, tracking the progress of all calls and follow-up with the customer to ensure that they are satisfied with the resolution
• Tracking support calls to conclusion and performing follow-up analysis
• Facilitating desktop sharing sessions with customers to resolve problems
• Liaising with colleagues in second and third line support to resolve complex questions
• Ensuring adherence to support SLAs
• Relaying customer feedback and experiences into product development plans
• Delivering customer training
• Following processes to ensure that a high quality of service is provided to both internal and external customers

Position Qualifications

• Bachelor’s or Master’s degree in a scientific or engineering discipline – typically Chemical Engineering, Process Engineering or similar. CFC background and experience is highly appreciated
• Professional experience likely to be in the range 1-5 years, preferably with prior experience of CFD
• Excellent command of English language, both written and verbal
• Good communication & interpersonal skills and proactive attitude
• A service-minded and problem-solving attitude that will create a positive impact on end-users
• Knowledge of activities such as using CFD tools, chemical process risk analysis, safety engineering, management and environmental impact analysis would be a distinct advantage
• Well-motivated, dependable and able to work both alone and with others
• Willingness to travel (mainly within own region, though occasional intercontinental travel within US, Europe, Asia and Middle East should be expected)
• Genuine desire to help customers solve their problems
• Attention to detail and a curious nature – ability to get ‘under the hood’ of why things work the way they do
• Ability to prioritize own workload and manage conflicting deadlines
• Ability to quickly learn several proprietary applications that are core to our software business

Company & Business Area Description

DNV is the independent expert in assurance and risk management, operating in more than 100 countries. Through our broad experience and deep expertise we advance safety and sustainable performance, set industry benchmarks, and inspire and invent solutions.

We are a world-leading provider of digital solutions and software applications with focus on the energy, maritime and healthcare markets. Our solutions are used worldwide to manage risk and performance for wind turbines, electric grids, pipelines, processing plants, offshore structures, ships, and more. Supported by our domain knowledge and Veracity assurance platform, we enable companies to digitize and manage business critical activities in a sustainable, cost-efficient, safe and secure way.

Equal Opportunity Statement

DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity!