Be the next big change > Dassault Systèmes

Be the Next Game Changer

Technical Customer Support Engineer Associate - EDI

United States, CA, Paso Robles Regular 6/13/2022 527300

Imagine new horizons

  • DELMIAWorks means Manufacturing. Our award winning software 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. We leverage our experience with manufacturing to make internationally renowned software that solves complex problems for our customers.

  • Our software helps run almost all aspects of a manufacturing business. From quoting to shipping, accounting to inventory, to communicating with manufacturing machines, we enable our customers to effectively and efficiently run their business via our desktop, mobile, and web- based software.

  • Our User Assistance Engineering (EDI) team has an immediate opening for a User Assistance Engineer in our Paso Robles, CA location; please read below for details.     #WeAre3DS

What will your role be?

  • A User Assistance Engineer comes in each day and provides phone, email, and chat technical support to customers in their use of the DELMIAWorks EDI modules. 

  • Ensure customers, partners, and users’ satisfaction by fostering sustainable relationships to capitalize and share knowledge and know how.

  • Support includes user education, bug reporting, suggestions on how to utilize the software, and back end data analysis/troubleshooting.

  • Design, develop and deliver minor customizations to customer EDI functionality using PL/SQL

  • Independently perform back end analysis of issues being reported, while using their expertise, experience and judgment on matters that have great financial impact to our customers, which in turn can impact DELMIAWorks bottom line.

In your day-to-day you will:

  • Understand user requests, engineer and provide the answers according to support SLA

  • Maximize the sharing knowledge and know-how in answers

  • Create an Incident Report to R&D development organization when needed for OOTB issue

  • Validate the proposed OOTB correction before sharing to the customer  

The challenges ahead…

  • Manage production down situations as part of the Return To Operation process for mission-critical systems with appropriated communication and resolution plan

  • Work with customers to find creative solutions to unique scenarios within their EDI functionality using PL/SQL

  • Help partners in their support duties and monitor their SLA [for manager]

  • Activate Security incident management process  in case of any security alert


Your Key Success Factors

  • Bachelor’s degree in Computer Science, (manufacturing, technology, business, operations, etc.)  or related field – experience can be considered in lieu of a BS

  • 6mos+  professional experience in a customer facing support role

  • Working knowledge of technical problem solving

  • A solid understanding of Windows' desktop applications

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

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

  • Strong analytical skills:  must be able to define problems, collect data, establish facts, and draw valid conclusions

Preferred experience-

  • Experience on user support/Customer Success Management

  • Customer Deployment and/or R&D background

  • Experience in a Domain/Industry

  • Coding experience, PL/SQL a plus

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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