Be the next big change > Dassault Systèmes

Be the Next Game Changer

24x7 User Success Engineer Coach & Player

United States, CA, Paso Robles


Imagine new horizons …

Do you have dreams? Do you enjoy a challenge? Here at DASSAULT SYSTEMES, we empower people with passion to change the world. Let us open new horizons together with the power of 3DEXPERIENCE virtual universe! 

DELMIAWorks (IQMS), a division of Dassault Systèmes, is a leading provider of Manufacturing Software and ERP Software systems for repetitive process and discrete manufacturing industries. Our innovative end-to end ERP and MES software solution offers manufacturers complete functionality in a scalable solution to support growth and agility to quickly respond to customer demands and allows our customer to run a better business.

We are currently hiring for an exciting opportunity as a 24x7 User Success Engineer Coach & Player. The 24x7 User Success Engineer Coach & Player will oversee the day-to-day functions of the 24x7 user success department, as well as act in a contributing role within their individual team, performing many of the same duties as a 24x7 User Success Engineer.

What will your primary role be? 

Must be avaialble for a Rotating nights and weekends schedule (Schedule to be determained). Works hours could range from 4:30pm- 1:00am or 5pm- 2am

  • The 24x7 User Success Coach & Player will administer the day-to-day functions of the user success department for their individual team, oversee and assist 24x7 User Success Engineers, as well as act in a contributing role within the team, performing many functions of a 24x7 User Success Engineer

  • Respond to inquiries, technical questions, or complaints – receive and resolve incoming customer and partner questions and problems via phone, email, and service request – through their knowledge of the software, trouble-shooting, and problem solving

  • Provide Oracle database installation, administration, and disaster recovery assistance to customers and for internally used databases

  • Create and maintain installation routines using utilities for maintaining Oracle and EnterpriseIQ

  • Provide support for matters related to Oracle, network troubleshooting, Citrix and Terminal Services, email configuration, Apache, and troubleshooting of OS-level application issues

  • Maintaining EnterpriseIQ customer relationship management software by logging all correspondence regarding customer issues within proprietary 3DS software

  • Proactively manage metrics, performance criteria, policies and procedures to continuously improve team productivity and workflow across shifts and business units

  • Develop shift and lunch schedules, review and approve time off requests

  • Evaluate and participate in any disciplinary action involving team members

  • Assess and review members of the 24x7 User Success Engineer Team

  • Participate in the interview/hiring process

  • Join in support department meetings including leadership meetings

The challenges ahead….

  • Oversee and assist 24x7 User Success Engineers while acting as a contributing member of the team responding to and completing inquiries, questions, and requests from internal and external contacts via phone or email

  • Review and approve time off requests ensuring shift coverage including lunch and PTO

  • Participate and drive hiring, interviewing, as well as employee evaluation (annual review) process

  • Communicate and work with day shift Managers and User Success Engineers and other cross company teams and time zones

Your Key Success Factors?

  • High School diploma or GED required; Associates degree in Computer Science, Engineer, Mathematics, Accounting, or related field preferred

  • 4-5 years of supervisory experience

  • 1-3 years of experience in Information Technology, System Administration, or ERP Software - desired

  • Successful experience with customer service/support via telephone, email, and web 

  • Solid understanding of Windows' desktop applications 

  • Ability to work in a professional fast-paced environment and deliver under pressure

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

  • Must be able to define problems, collect data, establish facts, and draw valid conclusions

  • Must be a team player and have the ability to work independently

  • Comfortable with working across regions and cultures

  • Familiarity with Microsoft Operating Systems 

  • Good working knowledge of Oracle SQL, networking principles, Windows registry structure, and email server functionality 

  • Strong understanding of the Oracle command line 

  • Strong PL/SQL stored procedures, functions, and triggers experience 

  • Demonstrate effective understanding of core EnterpriseIQ manufacturing modules (IQMS/DELMIAWorks solutions familiarity) including Labeling, WMS, RF, Quality, MRO, Project Manager, and Crystal Reports - desired

  • Demonstrate strong understanding of core EnterpriseIQ accounting modules plus good working knowledge of, with some expertise in, accounting principles, including AP, AR, and GL payroll, time and attendance, fixed assets, multi-currency, web direct, credit cards, spreadsheet server, standard costing, and actual costing - desired

  • Demonstrate solid understanding of ILVS, MES, and Automation modules 

  • Demonstrates high understanding of Oracle client and server installations, IIS, Apache, Ataman, and the installation tools utilized for these products by DELMIAWorks/IQMS

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

  • English proficiency is required

Compensation & Benefits

Dassault Systèmes offers an excellent salary with potential for bonus, commensurate with experience. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match (50 cents on the dollar, up to the first 8% of your eligible compensation that you contribute based on match eligibility criteria), flexible time off policy, and 9 paid holidays.

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 race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Covid statement

Our Company requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for a medical, religious or state-required accommodation or otherwise exempt consistent with applicable law.  Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship due to customer requirements, staffing needs, or other business reasons. Definition of full-vaccination: Employees are considered to be fully vaccinated two weeks after their second dose in a 2-dose series or two weeks after a single-dose vaccine.
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