Job Description

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 Plant Product Centre is seeking a Technical Support Engineer to join our Technical Support and Training team. 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. Working as part of a global team, the location of this role is likely based in SEA/APAC (offices in Kuala Lumpur, Singapore, Shanghai, Beijing) but can be flexible for exceptional candidates.

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

The Technical Support Engineer, Plant Product Centre shall report to the Head of Section for Technical Support and Training in the Plant Product Centre of DNV Digital Solutions; located in our office in London.

Main responsibilities:

• 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
• Demonstrating software and delivering pre-sales support
• Relaying customer feedback and experiences into product development plans
• Delivering customer training and webinars
• Performing internal and external presentations (for example at user conferences)
• Software testing
• Visiting customers as the need arises
• Following processes to ensure that a high quality of service is provided to both internal and external customers
• Developing and maintaining knowledge and skills and keep up-to-date with new processes, procedures, and IT developments (using knowledge base system and contributing to the knowledge base)

Opportunity for global travel to impact the business of our customers through training in the use/application of DNV tools

Position Qualifications

• Bachelor\xe2\x80\x99s or Master\xe2\x80\x99s degree in a scientific or engineering discipline \xe2\x80\x93 typically Chemical Engineering, Process Engineering or similar
• Excellent command of English language, both written and verbal
• Proven IT skills (software and/or hardware), coupled with a strong aptitude towards solving technical IT challenges and a strong desire to learn
• A service-minded and problem-solving attitude that will create a positive impact on end-users
• Professional experience likely to be in the range 1-5 years in risk and safety, preferably with prior experience of working directly with customers. We place great emphasis on the interpersonal skills required.
• Knowledge of activities such as chemical process risk analysis, safety engineering, integrity management and environmental impact analysis would be a distinct advantage
• High standards of professional integrity, and willingness to set an example to others
• 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)
• Strong interpersonal skills, experience of working across geography and in multi-disciplinary teams, such as busy IT Support team
• Genuine desire to help customers solve their problems
• Attention to detail and a curious nature \xe2\x80\x93 ability to get \xe2\x80\x98under the hood\xe2\x80\x99 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
• Fluency in multiple languages may be a distinct advantage (e.g. Mandarin Chinese, Spanish, French)

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!

DNV