Technical Customer Support - Systems Administration at Dassault Systemes in Paso Robles, California

Job Description:

Imagine new horizons

DELMIA|Works (IQMS) Means Manufacturing. Our award-winning manufacturing ERP software is tailored specifically for our customers' factory environments. We understand your manufacturing challenges and deliver a comprehensive solution that will set you on the path to operational excellence. Structured around end-to-end visibility and control, the DELMIA|Works (IQMS) system uniquely combines manufacturing software, MES software, and ERP software to improve every aspect of your business. Available in both cloud and premise-based solutions.

Our Technical Support Team has an immediate opening for a System Admin Support Specialist I - ERP for the DELMIA|Works products at one of several office locations: Paso Robles, CA; Pleasanton, CA; Schaumburg, IL.

Shape your career with 3DS! #WeAre3DS

What will your role be?

• Primary focus of this position is to provide proactive support to customers with regards to their System Administration of the infrastructure used to run the DelmiaWorks product.
  
  
  • Support can cover, user education, bug reporting, suggestions on how to utilize the software, back end data analysis/troubleshooting, and analysis of how third party programs are set up and interacting with DelmiaWorks, such as Oracle, IIS and Apache.
  
  
  
  


• Field incoming customer, partner and internal inquiries regarding the software and determines whether the issue being reported is an education issue, setup, or bug.


• Utilize help manuals, KMS and general knowledge of software and System Administration to make independent recommendations to customers and draw conclusions on whether the software is working properly.


• Document the case in CRM per procedures.
  
  
  
  • Interactions are typically related to the customer's environment and require more direct interaction to troubleshoot.
  
  
  
  


• Performs back end analysis of issues being reported to confirm whether an issue is a bug or data related.
  
  
  
  • When a bug is determined, duplicates issue and identifies root cause, then tests bug through multiple versions and creates a bug write up for Dev.
  
  
  • When the issue is data related, works on a plan of action to provide the customer to correct the issue.
  
  
  
  

The challenges ahead

• Performs self-directed continued education on advanced topics, as well as new modules and features.
  
  
  • This includes learning about 3rd party products that are interacting with our customers' environments and impacting the software through phone, email and chat with customers and their use of the DELMIA|Works Manufacturing modules.
  
  
  • Support can cover, user education, bug reporting, suggestions on how to utilize the software, and back end data analysis/troubleshooting.
  
  
  
  


• Field incoming customer, partner and internal inquiries regarding the software and determines whether the issue being reported is an education issue, setup, or bug.
  
  
  
  • Utilize help manuals, KMS and general knowledge of software and manufacturing practices to make independent recommendations to customers and draw conclusions on whether the software is working properly.
  
  
  • Documenting the case in CRM per procedures
  
  
  
  


• Writes KMS Articles.
  
  
  
  • For article writing, techs are responsible to utilize their own knowledge of the software, industry best practices, and professional experience in areas of manufacturing and finance.
  
  
  • Build out content through creative thinking to derive steps and solutions to document in these articles that cover topics that are not included in other help files and documentation.
  
  
  
  


• Assists peers with their caseload either through mentoring on topics they are more familiar with, or through brainstorming ideas.


• Works through self-directed continued education on advanced topics, as well as new modules and features.


• Performs other job-related duties as required.

Your Key Success Factors

• Some college or technical school in related field (manufacturing, technology, business, operations, etc.) and six months to one year related experience and/or training; or equivalent combination of education and experience


• Strong analytical skills: must be able to define problems, collect data, establish facts, and draw valid conclusions


• Working knowledge of SQL scripting, understanding of Oracle Database setup and management preferred


• Apache, IIS, Ataman, and Telnet experience preferred as well as knowledge of network troubleshooting preferred


• Experience with ERP Systems (i.e DELMIAworks ERP) preferred


• Significant experience with MS Office and other common professional software (Skype, email etiquette, etc.)


• Ability to communicate effectively orally and in writing with customers and associates at all levels, including management


• Must be detail-oriented with ability to adjust in a dynamic environment


• Strong analytical skills: must be able to define problems, collect data, establish facts, and draw valid conclusions