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Software Support Specialist

Company: 3DS Dassault Systems
Location: Paso Robles
Posted on: May 3, 2021

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 Software Support Specialist - 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?

  • The primary focus of this position is to provide proactive support through phone, email, and chat to 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.

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

The challenges ahead

  • Independently perform back-end analysis of issues being reported, while using gained expertise, experience, and judgment on matters in support of our customers.
  • Reading/understanding source code and utilizing software knowledge/experience, to confirm whether the root cause of an issue is a bug in the software or a data-related problem.
  • When a bug is determined, able to duplicate issues after identifying root cause, then test bugs through multiple versions and creates a bug write up for Dev.
  • When the issue is data related, develop a plan of action to deliver to the customer to correct the issue through the use of front-end software, back-end data dictionary, and Metadata tools, or through developing custom scripts or reports.

  • 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 a 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
  • Working knowledge of Manufacturing and Distribution principles and systems is a great plus for this role
  • Experience with Bills of Material, Work Orders, and Material Requirements Planning is 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 the ability to adjust in a dynamic environment
  • Strong analytical skills: must be able to define problems, collect data, establish facts, and draw valid conclusions

Additional preferred skills

  • APICS training and certification is valued
  • Experience with ERP Systems preferred but not required
  • Working knowledge of SQL scripting preferred but not required
  • Knowledge of Crystal Report writing preferred but not required

Keywords: 3DS Dassault Systems, Santa Maria , Software Support Specialist, Other , Paso Robles, California

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