Job description:
PTC is seeking a dynamic and client-focused Associate Technical Support Engineer to join the Support Services organization located in Pune (India – Night Shift) and supporting customers across North Americas.
Job duties and responsibilities:
This role is responsible for providing a seamless PTC experience to achieve our customer’s desired outcomes and accelerate customers’ success to go further than they thought possible.
Members of the Support Services organization combine strong product expertise with excellent customer service techniques to meet or exceed customer expectations in case handling. You apply advanced competencies and technical expertise to clarify, troubleshoot, communicate, and document solutions for various customer issues.
This position offers a candidate the opportunity to learn and use the world’s leading CAD software, Creo suite of products including Creo Parametric, Creo Simulate, Creo Schematics and Mathcad Prime. Engineers are offered a diverse work environment and a strong career path through a variety of support positions.
Essential work functions:
- Work with System & CAD administrators, Field Consultants, Developers, and Engineers at customer sites to diagnose reported software issues related to Installation, deployment and while using all the basic and advanced modules of Creo.
- Creating software configurations, duplicating issues, troubleshooting, investigation of technical problems and tracking the resolution of those problems.
- Interact with other departments and stake holders to resolve customer issues quickly
- Create and publish knowledge base articles for re-use by customers and PTC employees in the Knowledge base
- Collaborate with other offices worldwide to provide first-class support for customers
- Contribute to the PTC Community by providing high-quality support by engaging on technical questions, within their product expertise
- Train others, mentor and participate in continual training and personal improvement as the candidate develops skills.
Qualifications and Experience required:
- Bachelor’s degree preferably Mechanical or Production Engineering
- 0 to 3 years’ experience in using / supporting PTC’s Creo modules including Installation, Administration, Part Modeling, Detailing, handling assembly and advanced assembly features, Cabling, Piping, Sheet metal etc.
- Experience in Creo Simulate, Mathcad Prime, other CAD packages (Solidworks, Catia, UGNX, AutoCAD) and Customization using Toolkit or J-Link will be an advantage
- User level with basic administration knowledge in Windows
- Strong written and verbal communication skills to deal with customer issues over phone and email
- Strong troubleshooting skills by configuring, duplicating and investigation of technical problems
- Good Technical writing to capture and share technical knowledge via article publishing
- This position requires a candidate to work during India – Night Shift
Job/Req. ID: JR103555
Company: PTC
Location: Pune, MH
Job Category: Mechanical or Production Engineering
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