Software Support Engineer – Manufacturing

United States, CA, Long Beach
Regular
6/21/2024
539848

Role Description & Responsibilities

DELMIAWorks, a brand of Dassault Systemes, was born on the shop floor and has been evolving for over 30 years to become a leader in MES and ERP software for manufacturers. Our software helps run almost all aspects of a manufacturing business; from quoting to shipping, business financials to cost accounting, and communicating with the manufacturing machines.

 DELMIAWorks is looking for a motivated Software Support Engineer (User Success Engineer - Manufacturing) to join our team in one of our Dassault Systemes office locations such as: Paso Robles, CA; Davis, CA; Long Beach, CA; Woodland Hills, CA; San Diego, CA; Johnston, RI; Shelton, CT;  or Waltham, MA. This role is for a client-focused Software Support Engineer with a solid technical background and understanding of manufacturing processes and procedures to provide post-sales support for our enterprise software solution.    #WeAre3DS

  • Software Support Engineers primarily focus on providing world class product support via phone, email, service portal, and chat to customers in their use of the Manufacturing Suite of products within our enterprise software
  • Our support model enables support engineers to work directly with customers to diagnose and solve a 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 customer issues and create articles within our Knowledge Base regarding product functionality, usage, workarounds, methodology, and resolutions of common problems encountered.
  • Use your knowledge of the software to assist our manufacturing floor and operators to review and troubleshoot data or software issues to create and maintain accurate records and audit trails
  • Work to determine the source of, reproduce, and validate solutions for customer problems
  • Exceed customer response time and case resolution expectations by continually learning new features, updates, and processes within both the software and the department
  • Collaborate with colleagues on cases through mentoring and brainstorming to provide creative customer solutions
  • Support our reputation as a company providing excellent quality software and support to our DELMIAWorks customers
  • Other job duties as assigned

Qualifications

  •  Bachelor’s degree in relevant field (Computer Science, Mechanical, Manufacturing or Industrial Engineering, Business, Mathematics, Industrial Technology, etc...) required – work experience can be considered in lieu of a BS
    • Strong communication skills both verbally and in writing
    • Be an avid problem solver with a strong desire to be in a customer-facing role
    • Ability to work in a fast pace environment and deliver quality solutions under pressure
    • Detail-oriented with ability to adjust in a dynamic environment
    • Be able to define problems, collect data, establish facts, and draw valid conclusions
    • Comfortable working across regions and cultures
    • English proficiency is required
    • Ability to work independently and within a collaborative team structure
    • Comfortable working in a Windows desktop environment

Preferred Skills:

    • Prior experience delivering technical support for enterprise software
    • Experience working in a manufacturing environment using ERP/Manufacturing Software 
    • Experience working with inventory control, quality control, or warehouse management systems

 Shape your career with 3DS! #WeAre3DS

 “Compensation for the role will be commensurate with experience. The total expected compensation range will be between $45,000 - $65,000 (paid in an hourly pay), representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus”.

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.

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 10 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.
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