Technical Support Engineer
Date Posted: 08/28/2006
JOB CODE: TSE
JOB TITLE: Technical Support Engineer
LOCATION: Concord, MA
DESCRIPTION: Become part of the team that provides the best technical support in the industry! Provide comprehensive telephone/web/e-mail technical support to SolidWorks customers and resellers. Analyze, track and resolve customer issues in a professional, timely manner. Interact with the development and QA staff to investigate and resolve problems. Develop workarounds and modeling techniques for specific modeling situations and communicate them to customers and resellers. Diagnose and solve a range of issues, including, but not limited to: deployment, networking, platform inter-operability, PDM and PLM systems, migration strategies and hardware problems. Help develop and implement web based support initiatives including knowledge bases, technical/modeling techniques and model libraries. SolidWorks produces the industry standard 3D MCAD package running on the Windows platform, in addition to a range of complementary products, such as analysis tools and photo-realistic rendering software. Our products are sold indirectly to end-users by a world-wide network of certified resellers. The role of technical support in SolidWorks is to offer second-level support to these resellers, and occasionally directly to customers. To date, this service has been primarily dedicated to application support. However, we have identified a need to employ support professionals with good experience of entire engineering computer systems.
MINIMUM EXPERIENCE: 2 to 3 years of industrial experience in Engineering, Product Design, System Administration/Support or a similar Technical Support role to the one being offered here. Prefer individuals with SolidWorks / COSMOSWorks / PDMWorks software experience. Will consider recent college graduates with practical experience.
EDUCATION: BS in Mechanical, Manufacturing Engineering, Computer Aided Product Design, Computer Science or equivalent experience. GPA 3.5 or higher preferred
REQUIREMENTS: • Individuals with SolidWorks software experience highly preferred. • Strong oral and written communication skills as well as outstanding interpersonal and telephone skills are a must. • Exceptional fluency and command of the English language are an absolute must. • Must be able to work directly with customers in high pressure situations. • Requires good familiarity with MS Windows applications, MCAD solid modeling & FEA software, computer networking, PDM / PLM and Windows system administration procedures. • Experience with HTML, Visual Basic, and/or database (Access/SQL) programming are a strong plus. • Excellent working knowledge of installation, Active Directory, and product activation. • The ability to work both independently and as part of a team is essential. Ability to manage multiple tasks and long term projects while meeting ambitious deadlines. • Excellent working knowledge of installation and product activation. • Fluency in one or more of the following languages a strong plus: Portuguese, Spanish, Italian, German, or French. • MCP / MCSE, CNE, or similar certifications preferred.
COMPENSATION & BENEFITS: SolidWorks offers an excellent salary with potential for bonus, commensurate with experience, that is above average in the local community. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents offered at a very low 3 to 8% of total premium as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match, 3 weeks vacation and 10 paid holidays.
CONTACT INFORMATION: For immediate consideration, Please apply on-line: careers@solidworks.com Visit our Web Site for product & corporate info: http://www.solidworks.com/
