ERP/MES Customer Support

China, SH, Shanghai
Regular
6/27/2024
539824

Unlock your potential with Dassault Systèmes, a global leader in Scientific Software Engineering as a ERP/MES Customer Support Engineer, in Shanghai, China. 

Role Description & Responsibilities 

  • Software Support Engineers respond to and resolve incoming customer and partner questions, inquiries, and problems questions received via phone, email, and service request through their knowledge of the software, troubleshooting, and problem solving
  • Our support model enables Support Engineers to work with customers and partners to diagnose and solve any range of issues, including but not limited to: user education, bug reporting, back end data analysis/troubleshooting, and working with R&D to improve the quality of the DELMIAWorks software
  • DELMIAWorks Support Engineers document reported issues and create articles within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered
  • Log all customer/partner correspondence within proprietary 3DS software
  • Provide support for Oracle database installation, administration, and disaster recovery assistance to customers and for internally used databases
  • Other duties assigned

The challenges ahead….

  • Self-Sufficiently work to determine the source of, validate solutions for, and reproduce customer scenarios
  • Use your knowledge of the software and systems to help our Customers’ manufacturing production floor operators or financial teams to review and troubleshoot data or software issues to enable them to efficiently manage their inventory, production, shipments, and receiving while maintaining accurate records and audit trails
  • Communicate and work with US-based Managers or User Success Engineers and other cross company teams and time zones
  • Collaborate with colleagues on cases through mentoring, brainstorming, and test completion to provide productive customer solutions and drive cases to closure
  • Exceed initial response time and case resolution expectations by continually learning new features, updates, and processes within both the software and the department
  • Share your knowledge of DELMIAWorks software portfolios to brainstorm and test software scenarios and creative solutions, mentor colleagues on back-end data analysis inquiries, including active involvement in cross-team troubleshooting of escalated issues
  • Support our reputation as a company providing excellent quality software and support to our DELMIAWorks customers and partners
  • Occasionally join in User Success department meetings or company town hall assemblies or watch replays

Qualifications

  • Bachelor’s degree in relevant field (Accounting, Business, Computer Science, Mathematics, Industrial Technology/Packaging, Consumer Packaging, or Electrical-, Industrial-, Mechanical-, Manufacturing-, Materials Engineering, etc.) required – work experience may be considered in lieu of a degree. High School diploma or GED required
  • Be an avid problem solver with a strong desire to be in a customer-facing role
  • Enjoy working across regions, time zones, and cultures
  • Familiarity with Microsoft Operating Systems and applications
  • Ability to autonomously define problems, collect data, establish facts, and draw valid conclusions in a fast pace environment while delivering quality solutions under pressure
  • Must communicate clearly both verbally and in writing
  • Independent self-driven aptitude but also thrive within a collaborative team
  • Laid-back working under pressure yet capable of delivering timely professional solutions
  • Initiative to navigate situations requiring quick decisions when direction is not available
  • Accountable to provide effective communication to keep relevant parties informed yet confident enough to acknowledge when help is needed
  • Reliable, trustworthy, and committed to prioritizing tasks and timelines
  • Detail-oriented with ability to prioritize and adjust in a dynamic environment
  • English proficiency is required
  • Mandarin Chinese proficiency is required
  • Ongoing desire to actively pursue learning opportunities to build your skills and aid in your career development

 

Preferred Skills:

  • Successful completion of DELMIAWorks User Success Certification, demonstrating effective understanding of core EnterpriseIQ manufacturing and accounting modules along with a working knowledge of Oracle client/server and installation tools utilized for these products by DELMIAWorks required
  • Prior experience delivering technical support for enterprise software
  • Experience working in manufacturing, or within finance or cost accounting software, or systems network environment
  • Experience working with Inventory Control, Quality Control, or Warehouse Management Systems

What is in it for you?

  •  Work for the one of the biggest software companies in Europe
  • Work in a culture of collaboration and innovation
  • Opportunities for personal development and career progression
  • Chance to collaborate with a multinational and multidisciplinary team 

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. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.
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