Dassault Systèmes
User Success Engineer
Dassault Systèmes, Waltham, Massachusetts, United States, 02254
Dassault Systèmes, the 3DEXPERIENCE Company, provides businesses and people with virtual universes to imagine sustainable innovations. Serving over 250,000 clients in 11 industries, from high-tech to life sciences, fashion to transportation, we help businesses and people around the world to create sustainable innovations for today and tomorrow.Our team has an immediate opening for a
User Success Engineer
. This position can be in Waltham, MA, or Royal Oak, MI.Responsibilities:
Provide technical support to resellers and end users of our DS products (3DExperience and CAD products).Provide guidance regarding deployment and migration for key customer projects (Cloud and On-premise) and optimize the use of our products through continuous monitoring of defects and tracking of each customer problem via our bug tracking system until resolution.Develop documentation to share knowledge and capitalize upon the customer experience.Create articles, technical briefs, FAQs within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.Build environments to demonstrate and confirm the customer problem.Reproduce customer problems and validate solutions.Determine the source of customer problems (product-based, structure, environmental).Submit and track issues within our bug tracking system as well as review the problem with our development teams.Coordinate communications between yourself, development, and the customer.Organize calls with customers to converge upon a resolution.Coordinate efforts with Development, Services, and other DS teams to meet customers' targets.Contribute towards efforts to improve customer support responsiveness and efficiency.Mentor other team members in means of providing a high level of customer satisfaction.Submit any field discoveries of tips, techniques, and solutions to ensure these are shared throughout our Partner organization and installed customer base.Streamline customer support processes; assist in the development of internal training activities and information-sharing processes.Qualifications:
Bachelor’s degree in a technical field.Minimum 3-5 years of experience in a related field.Product Design experience with fluency in a collaborative parametric solid modeling CAD tool, such as CATIA or SOLIDWORKS.Experience with CAD tool administration and configuring attributes.Strong analytical, debugging, and problem-solving skills, including experience using standard tools such as JVisual VM, Fiddler, and Visual Studio.Positive, self-motivated individual with high enthusiasm and a willingness to learn and incorporate mentoring and coaching into daily tasks and assignments.Highly organized with critical attention to detail when multitasking in a dynamic customer service environment.Flexibility to assist in problem-resolution efforts with customers and development teams across different time zones.Ability to work with little supervision, as well as within a collaborative team structure.Solid Project Management aptitude or experience.Strong communication skills: powerful writing skills utilizing the rules of English grammar; verbally clear, concise, and grammatically correct oral communication skills in English.Nice to have:
Support and deployment experience with cloud solutions.Strong Product Lifecycle Management (PLM) experience from concept, release through end of life using enterprise PLM tools such as ENOVIA/3DEXPERIENCE, SmarTeam, Windchill, or Team Center.Experience supporting applications with similar underlying technologies, such as Windows, Linux, Oracle/SQL Server, Java applications, and Windows Application Add-ins.Advanced knowledge and experience with MS Office products and functions, and SQL.Experience in Model-Based Systems Engineering, Systems Traceability/Requirements, Failure Modes Effects Analysis, and Cybersystems.Diversity statement
As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day.Equal opportunity
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to any characteristic protected under applicable law.
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User Success Engineer
. This position can be in Waltham, MA, or Royal Oak, MI.Responsibilities:
Provide technical support to resellers and end users of our DS products (3DExperience and CAD products).Provide guidance regarding deployment and migration for key customer projects (Cloud and On-premise) and optimize the use of our products through continuous monitoring of defects and tracking of each customer problem via our bug tracking system until resolution.Develop documentation to share knowledge and capitalize upon the customer experience.Create articles, technical briefs, FAQs within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.Build environments to demonstrate and confirm the customer problem.Reproduce customer problems and validate solutions.Determine the source of customer problems (product-based, structure, environmental).Submit and track issues within our bug tracking system as well as review the problem with our development teams.Coordinate communications between yourself, development, and the customer.Organize calls with customers to converge upon a resolution.Coordinate efforts with Development, Services, and other DS teams to meet customers' targets.Contribute towards efforts to improve customer support responsiveness and efficiency.Mentor other team members in means of providing a high level of customer satisfaction.Submit any field discoveries of tips, techniques, and solutions to ensure these are shared throughout our Partner organization and installed customer base.Streamline customer support processes; assist in the development of internal training activities and information-sharing processes.Qualifications:
Bachelor’s degree in a technical field.Minimum 3-5 years of experience in a related field.Product Design experience with fluency in a collaborative parametric solid modeling CAD tool, such as CATIA or SOLIDWORKS.Experience with CAD tool administration and configuring attributes.Strong analytical, debugging, and problem-solving skills, including experience using standard tools such as JVisual VM, Fiddler, and Visual Studio.Positive, self-motivated individual with high enthusiasm and a willingness to learn and incorporate mentoring and coaching into daily tasks and assignments.Highly organized with critical attention to detail when multitasking in a dynamic customer service environment.Flexibility to assist in problem-resolution efforts with customers and development teams across different time zones.Ability to work with little supervision, as well as within a collaborative team structure.Solid Project Management aptitude or experience.Strong communication skills: powerful writing skills utilizing the rules of English grammar; verbally clear, concise, and grammatically correct oral communication skills in English.Nice to have:
Support and deployment experience with cloud solutions.Strong Product Lifecycle Management (PLM) experience from concept, release through end of life using enterprise PLM tools such as ENOVIA/3DEXPERIENCE, SmarTeam, Windchill, or Team Center.Experience supporting applications with similar underlying technologies, such as Windows, Linux, Oracle/SQL Server, Java applications, and Windows Application Add-ins.Advanced knowledge and experience with MS Office products and functions, and SQL.Experience in Model-Based Systems Engineering, Systems Traceability/Requirements, Failure Modes Effects Analysis, and Cybersystems.Diversity statement
As a game-changer in sustainable technology and innovation, Dassault Systèmes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day.Equal opportunity
In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to any characteristic protected under applicable law.
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