Intern (Simulation)

Job Purposes

The Technology Support, Training, and Implementation division offers support for our Petro-SIM process simulator and SIM Suite of process reactors models to leading refining and petrochemical companies worldwide. It also performs services which include implementing our technology by modelling the units or plants in our process simulator, executing case studies, and developing monitoring tools. Software training for customers is an important part of the group activities, as well as assisting the sales process. Overall, the group is responsible for customer satisfaction.

After the internship, it is expected that the intern has a solid understanding of the Petro-SIM process simulator and how to iterate with a customer to answer questions about their models and software problems.

Main aspects of Support, Training, and Implementation:

- Customer Service Interaction
- Process Flowsheeting
- Training Material Development
- Documentation Updating
- Testing and Validation

Experience Provided:
Dependent on the opportunities available during course of internship, exposure will be provided to the Intern in the following aspects of KBC’s business:

- Introductory to Advanced Petro-SIM flowsheeting training
- Client Support
- Customer service training
- Internal department meetings
- Client meetings/presentations

Responsibilities

- Product & Services Information - Provide basic product/service information and respond to basic customer questions about the product/service.
- Product Demos - Use a predefined script to demonstrate the most basic features/attributes of the product/service.
- Software Installation - Carry out simple installation tasks, following detailed instructions and working under close supervision to complete the allocated tasks.
- Resolving Customer Issues - Respond to basic customer issues and escalate issues appropriately.
- Operational Compliance - Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/ or to ensure adherence to external regulatory codes and internal codes of conduct.
- Customer Relationship Management - Maintain rapport when in contact with customers
- Work Scheduling & Allocation - Organize own work schedule each day in line with changing priorities
- Personal Capability Building - Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Position Requirements

Behavioral Competencies:

- Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, is interested in customer needs, learns customer requirements, and delivers effectively. Responds promptly to customer requests; secures the support of others to resolve the issues.

Skills:

- Verbal Communication - Works at a basic level to express ideas, request actions, formulate plans, & policies by means of clear and effective verbal communications. Typically works under close supervision.
- Planning & Organizing - Works at a basic level to plan, organize, prioritize and oversee activities to efficiently meet objectives. Typically works under close supervision.
- Policies & Procedures - Works at a basic level to monitor, interpret and understand policies and procedures and ensure their alignment with organizational strategies and work objectives. Typically works under close supervision.
- Provides Technical Support - Works at a basic level to employ customer-oriented behaviors that help engineers connect with their customers in productive and efficient ways, creating positive, defining moments. Typically works under close supervision.
- Troubleshoots Technical Issues - Works at a basic level to employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution. Typically works under close supervision.
- Navigates Customer Challenges - Works at a basic level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works under close supervision.
- Masters Service Conversations - Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works under close supervision.
- Strengthens Customer Connections - Works at a basic level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works under close supervision.
- Review & Reporting - Works at a basic level to create reports, and review reports created by others, for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports. Typically works under close supervision.
- Builds Customer Loyalty - Works at a basic level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confiden