Not just a job but a career

Yokogawa award winner for Best Asset Monitoring Technology and Best Digital Twin Technology at the HP Awards is a leading provider of industrial automation test and measurement information systems and industrial services in several industries.

Our aim is to shape a better future for our planet through supporting the energy transition (bio)technology artificial intelligence industrial cybersecurity etc. We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect.

About the Team
Our 18000 employees work in over 60 countries with one corporate mission to coinnovate tomorrow. We are looking for dynamic colleagues who share our passion for technology and care for our planet. In return we offer you great career opportunities to grow yourself in a truly global culture where respect value creation collaboration integrity and gratitude are highly valued and exhibited in everything we do.

Job Purposes

• 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 of process simulation 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.

Project Related:

• Execute technology projects from start to finish including tasks like:
  • Gather and analyze data.
  • Depending on application relevant crude assay characterization or fluid characterization and integration into the model
  • Build and/or calibration of complex models
  • Configure and implement process or energy simulation solutions at client sites or remotely such as monitoring systems or cloudbased solutions.
  • Integration of models and solutions
  • Assist with project documentation creation as needed
  • Management of small projects.

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 team leader and Commercial Services groups in proposal writing and project hrs. estimates.
• Provide support to KBC marketing events; represent Company at industry conferences present papers
• Communicate with Sales of new opportunities discovered during interactions with customers.

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. 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.
• Product Information Provide advanced product information and respond to complex customer questions about our portfolio of products.
• 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 customers level of interest and to identify and respond to areas requiring further information or explanation.
• Customer Relationship Management Maintain and lead periodic checkins with key customers to ensure theyre receiving the most value from the Technology Solution. Identify and build relationships with relevant decisionmakers and influencers within the customer organization and to enable effective twoway flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met providing themes summary analyses and recommendations for changes based on customer input.
• Key Account Management Client advocate for medium/large accounts includes but not limited to proactive contact with customers administrative tasks etc. Work within established systems to develop solutions generate new opportunities and ensure all customer demands are met. Acts as client liaison and advises on technical aspects of work.
• Servicerelated Upselling During service interactions Identify the products or services that best meet the customers stated needs use personal expertise to propose quantities and product configurations explain the selection to the customer and communicate with Sales team.
• Technology Training Deliver advanced technology training courses as requested by customer or as part of a project based on level of expertise on particular technology. Will also be expected to create material as needed.
• Personal Capability Building Build / maintain awareness of KBCs 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

To include Skills education & experience

Behavioral Competencies:

• Customer Focus Builds strong customer relationships and delivers customercentric 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.
• Business Insight Applies knowledge of business and the marketplace to advance the organizations goals. For example clearly understands how own activities relate to critical business drivers. Monitors business news and market changes for impact on the business or on own expertise area; uses this to shape decisions.

Skills:

• CustomerFocused Approach Works without supervision and provides technical guidance when required to orient the sellers organization around delivering to the key needs of their customers. Keeps customer at center of sale Collaborates with customers Elevates partner insights Uses common terminology
• Initiates Compelling Sales Conversations Works without supervision and provides technical guidance when required to propose a mutually agreedupon agenda to start sales conversations that offer value to the client. Provides context for conversations Proposes mutually valuable agenda Leverages precall prep for partnerships Confirms client understanding Leverages precall prep Adds value through perspective
• Knows the Buying Influences Works without supervision and provides technical guidance when required to accurately identify and understand the key buying influences pertaining to an opportunity. Identifies all buyers and their level of influence Assesses each buyers sense of urgency and readiness Seeks to understand each buyers desired business results and concerns Assesses buyer feelings about the proposed solution Secures a coach within the buyer organization to facilitate introductions and access Leverages a strategic coach to support the partner relationship
• Manages Buyer Indifference Works without supervision and provides technical guidance when required to acknowledge and ask questions to understand the circumstances surrounding client indifference. Acknolwedges indifference Probes for relevance to proceed Probes to understand indifference Identifies new needs or opportunities
• Manages Resistance Works without supervision and provides technical guidance when required to acknowledge a clients indifference and gain agreement from the client to discover the root causes of resistance. Responds to client concerns Seeks understanding before responding Addresses objections Follows up after resolution
• Understands Buying Influencer Needs Works without supervision and provides technical guidance when required to quickly and accurately define the needs of the key buying influencers. Seeks to understand buyer needs Determines the root of buyer needs Uncovers buyers goals Seeks buyer need priorities Assesses channel relationship needs and expectations
• Understands Customer Needs Works without supervision and provides technical guidance when required to articulate the customer needs in the customers business language and business context. Understands customer context Uncovers customer Key Performance Indicators Articulates customer objectives Adds value to partnerships
• Understands Issues/Motivations Works without supervision and provides technical guidance when required to quickly identify and accurately articulate why a client does or does not want a change based on their business objectives and challenges. Adapts to changing goals/objectives Maintains focus on winwin goal Identifies key interests Recognizes key negotiation points Shares goals and recognizes value
• Builds Rapport Works without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the clients organization. Shows interest in buyer needs Shows empathy with buyers circumstances Respects the clients time Incorporates clients point of view Provides relevant context Confirms understanding Reinforces professional capability
• InDepth Questioning Works without supervision and provides technical guidance when required to explore the depth and breadth of a problem draw out the implications of not changing and help clients selfdiscover and articulate the value of a solution. Seeks to understand the clients situation Explores client problems and solutions Differentiates between complaining and a desire for action
• Maintains the Relationship Works without supervision and provides technical guidance when required to continuously provide effective solutions and value to the clients organization. Monitors client value perception Communicates successes and challenges Makes measurable contributions
• Navigates Customer Challenges Works with full competence to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works without supervision and may provide technical guidance. Listens nondefensively to angry/upset customers Defuses customer tension Explains and addresses customer issues Offers appropriate goodwill gestures Keeps promises made to the customer Prepares for commonly encountered customer challenges Assists multiple customers simultaneously
• Questions Strategically Works without supervision and provides technical guidance when required to uncover clients explicit needs and/or unforeseen opportunities and challenges. Probes to uncover dissatisfaction Raises awareness of the clients problem Probes to uncover and develop needs Seeks alignment between needs and solutions
• Strengthens Customer Connections Works with full competence to connect with customers to strengthen the relationship meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance. Connects on a personal level Demonstrates a willingness to help customers Chooses customerfocused words and phrases Acknowledges what the customer says Affirms the customers choices Appreciates what the customer does Assures the customer of the organizations commitment Transitions a customer to another service provider Avoids technical or industryspecific jargon
• Verbal Communication Uses clear and effective verbal communications skills without supervision and provides technical guidance when required on expressing ideas requesting actions and formulating plans or policies.
• Account/Client Management Works without supervision and provides technical guidance when required on managing client accounts in a way that provides benefits both for the organization and its clients.
• Diagnoses Needs with Questions Works without supervision and provides technical guidance when required to ask questions that encourage the client to talk openly about their key objectives and challenges. Asks openended questions Encourages clients to speak freely Uses golden silence Allows responses to guide conversations
• Expands the Service Works without supervision and provides technical guidance when required to grow the value of the account through crosssell and upsell opportunities. Prioritizes time effectively Develops a longterm strategy Identifies crosssell/ upsell business opportunities Communicates product/service advances Improves channel management
• Planning and Organizing Works without supervision and provides technical guidance when required on planning organizing prioritizing and overseeing activities to efficiently meet business objectives.
• PreCall Preparation Works without supervision and provides technical guidance when required to carefully prepare for client interactions using established frameworks. Identifies all buyers affecting the sale Plans actions to mitigate uncertainty Leverages strengths Identifies missing information Gains relevant commitment Prepares compelling value propositions
• Strategic Planning and Analysis Works without supervision and provides technical guidance when required to help the client prioritize their business objectives and challenges. Knows key client issues Identifies issues affecting the sale Mitigates uncertainties and roadblocks Identifies clientspecific differentiators Connects solutions to client objectives Understands the sales stages Supports partnership goals Positions partnerships for longterm relationship
• Understands the Buying Process Works without supervision and provides technical guidance when required to align the clients sales process with their organizations sales process including the key influencers/sales team members when appropriate. Understands customer processes Manages customer/org team alignment Manages customer/org process alignment Determines partnership market perception

Education:

• Bachelors degree or Equivalent Level in Chemical / Process Engineering or related field

General Experience:

• Experience enable job holder to deal with the majority of situations and to advise others
• Knowledge of refining processes with experience in modeling.
• Plant or refinery operational experience is a distinct advantage.
• Knowledge of process or energy simulation using commercial software.
• 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 manage complex workload
• Experience working in a global organization and with different cultures is an advantage.
• Experience leading and or mentoring junior staff.
• Willingness to undertake international travel to visit clients.
• Highly motivated with a good work ethic.

Yokogawa is an Equal Opportunity Employer. Yokogawa wants a diverse equitable and inclusive will actively recruit develop and promote people from a variety of backgrounds who differ in terms of experience knowledge thinking styles perspective cultural background and socioeconomic will not discriminate based on race skin color age sex gender identity and expression sexual orientation religion belief political opinion nationality ethnicity place of origin disability family relations or any other circumstances. Yokogawa values differences and enables everyone to belong contribute succeed and demonstrate their full potential.

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