Be the Next Game Changer
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
Join Dassault Systèmes, The 3DEXPERIENCE Company Everything becomes possible with Dassault Systèmes’ 3DEXPERIENCE virtual universes! Serving 230,000 customers 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. Get on board a leading and fast-growing company of 20,000 talented professionals.