ERP/MES Technical Support Specialist

il y a 2 semaines

VélizyVillacoublay, Île-de-France Dassault Systèmes Temps plein

Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as a Customer Support Specialist for DELMIAWorks in Shanghai, China.

Role Description & Responsibilities

  • As a Customer Support Specialist, you will respond to and resolve incoming customer and partner questions, inquiries, and problems received via phone, email, and service request through your knowledge of the software, troubleshooting, and problem-solving.
  • You will work with customers and partners to diagnose and solve any range of issues, including but not limited to: user education, bug reporting, back-end data analysis/troubleshooting, and working with R&D to improve the quality of the DELMIAWorks software.
  • You will document reported issues and create articles within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.
  • You will log all customer/partner correspondence within proprietary 3DS software.
  • You will provide support for Oracle database installation, administration, and disaster recovery assistance to customers and for internally used databases.
  • Other duties assigned.

Key Challenges

  • You will self-sufficiently work to determine the source of, validate solutions for, and reproduce customer scenarios.
  • You will use your knowledge of the software and systems to help our Customers' manufacturing production floor operators or financial teams to review and troubleshoot data or software issues to enable them to efficiently manage their inventory, production, shipments, and receiving while maintaining accurate records and audit trails.
  • You will communicate and work with US-based Managers or User Success Engineers and other cross-company teams and time zones.
  • You will collaborate with colleagues on cases through mentoring, brainstorming, and test completion to provide productive customer solutions and drive cases to closure.
  • You will exceed initial response time and case resolution expectations by continually learning new features, updates, and processes within both the software and the department.
  • You will share your knowledge of DELMIAWorks software portfolios to brainstorm and test software scenarios and creative solutions, mentor colleagues on back-end data analysis inquiries, including active involvement in cross-team troubleshooting of escalated issues.
  • You will support our reputation as a company providing excellent quality software and support to our DELMIAWorks customers and partners.
  • Occasionally, you will join in User Success department meetings or company town hall assemblies or watch replays.

Qualifications

  • Bachelor's degree in a relevant field (Accounting, Business, Computer Science, Mathematics, Industrial Technology/Packaging, Consumer Packaging, or Electrical-, Industrial-, Mechanical-, Manufacturing-, Materials Engineering, etc.) required – work experience may be considered in lieu of a degree. High School diploma or GED required.
  • You will be an avid problem solver with a strong desire to be in a customer-facing role.
  • You will enjoy working across regions, time zones, and cultures.
  • You will be familiar with Microsoft Operating Systems and applications.
  • You will have the ability to autonomously define problems, collect data, establish facts, and draw valid conclusions in a fast-paced environment while delivering quality solutions under pressure.
  • You will communicate clearly both verbally and in writing.
  • You will be an independent self-driven individual but also thrive within a collaborative team.
  • You will be laid-back working under pressure yet capable of delivering timely professional solutions.
  • You will have the initiative to navigate situations requiring quick decisions when direction is not available.
  • You will be accountable to provide effective communication to keep relevant parties informed yet confident enough to acknowledge when help is needed.
  • You will be reliable, trustworthy, and committed to prioritizing tasks and timelines.
  • You will be detail-oriented with the ability to prioritize and adjust in a dynamic environment.
  • English proficiency is required.
  • Mandarin Chinese proficiency is required.
  • You will have an ongoing desire to actively pursue learning opportunities to build your skills and aid in your career development.

Preferred Skills

  • Successful completion of DELMIAWorks User Success Certification, demonstrating effective understanding of core EnterpriseIQ manufacturing and accounting modules along with a working knowledge of Oracle client/server and installation tools utilized for these products by DELMIAWorks required.
  • Prior experience delivering technical support for enterprise software.
  • Experience working in manufacturing, or within finance or cost accounting software, or systems network environment.
  • Experience working with Inventory Control, Quality Control, or Warehouse Management Systems.

What's in it for you?

  • You will work for one of the biggest software companies in Europe.
  • You will work in a culture of collaboration and innovation.
  • You will have opportunities for personal development and career progression.
  • You will have the chance to collaborate with a multinational and multidisciplinary team.

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