Application Support Engineer Advanced

Job description

  Cypress, California; Troy, Michigan; St. Louis, Missouri; Milford, Ohio
·  Engineering
·  236360
Digital Industries

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Job Description

Organization: Digital Industries
Business Unit: Software
Requisition Number: 236360
Primary Location: United States-California-Cypress
Other Locations: United States-Ohio-Milford, United States-Missouri-St. Louis, United States-Michigan-Troy
Assignment Category: Full-time regular
Experience Level: Mid level
Education Required Level: Bachelor's Degree
Travel Required: No

Division Description:

Required Knowledge/Skills, Education, and Experience

· Depending on types of applications supported, qualified

candidates must have a degree in Mechanical Engineering, Mechanical

Design, Computer Science or equivalent schooling and/or experience.

· A minimum of two to five years, general CAD, CAM, CAE, or PDM

experience and working knowledge of Microsoft Office products is

preferred.

· Strong background in Team center installation with an emphasis

on Team center Manufacturing.

· Requires proficient analytical, writing, and communication

skills, thorough knowledge of computer systems, i.e. application

installation, use of email, and O/S experience.

Preferred Knowledge/Skills, Education, and Experience

· Experience in customer support and call tracking system.

· Ability to comprehend complex software concepts, an

understanding of Visual Basic or C programming, database concepts,

networking concepts, and Microsoft Windows operating systems.

· Background in Microsoft SQL or Oracle is a plus.

Qualified Applicants must be legally authorized for employment in the

United States. Qualified Applicants will not require employer sponsored

work authorization now or in the future for employment in the United

States.

Job Description:

As a Technical Support Engineer, you are responsible for assisting

customers in the use of Siemens PLM software; interfacing with support

and development management to escalate key customer issues; developing

technical articles (technical writing) for publications/newsletters,

and customer self-help tools; assist in testing and verification of

software fixes during the development cycle. GTAC (Global Technical Access

Center) calls would occasionally require additional input from

technical leads, development, and management. Area of customer focus

would consist of broad range of products including niche areas. This

person could serve as mentor or focal point for product information.

Scope of influence could include Marketing, Development, Onsite

Customers, User Groups, and possibly Business Partners.

Responsibilities

· Answer 800 number calls from clients and provide solutions

for their problems.

· Under minimum direction, analyze client's problem and provide

a solution or a workaround in a timely manner that meets the customer's

needs.

· Duplicate client problems, provide explicit problem examples

to development, and write detailed problem and enhancement reports.

· Provide technical assistance to team members on difficult

customer problems. Identify critical issues and take responsibility

for successful resolution of issue while coaching.

· Actively participate and seek out GTAC department

opportunities in including: product testing, Incident Report, Problem

Report, and Enhancement Request maintenance, GTAC Quarterly and

Symptom/Solution article creation, and staff meeting discussions.

· Recommend improvements to GTAC objectives.

· Create Solution Center articles, and attend technical training

sessions every other year.

· Train a minimum of 80 hours

· Expand scope of product knowledge to include additional

functional areas, applications, focal points, or modules, while

maintaining area of expertise.

· Contribute positively to GTAC Objectives.

· Provide accurate exchanges of information that show knowledge

of GTAC processes.

This employee would be required to work on Saturday and Sunday from 8 am-5 pm in addition to 24 hours during Monday-Friday.

*This position is open to:

Cypress, CA

Troy, MI

Milford, OH

St. Louis, MO

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected under Federal law from discrimination. To learn more,Click here .

Pay Transparency Non-Discrimination Provision
Siemens follows Executive Order 11246, including the Pay Transparency Nondiscrimination Provision. To learn more,Click here .

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