Job Description

"Education – B.E (Mechanical)
Experience – 7 to 10 years
Responsibilities:
Managing and supporting a team of support engineers working on different CAD/PLM/CAX solutions.
Mentoring the team by providing training, support and driving a positive approach.
Maintain timely and accurate customer services, on daily basis with high customer satisfaction index.
Managing escalations and ensuring any issues are resolved in a timely manner as per the SLA.
Actively participate in troubleshooting and resolving technical issues whenever required.
Monitoring team performance and developing feedback reports for management.
Setting high customer service standards and establish best practices through the entire technical support process.
Follow up with customers to identify areas of improvement.
Prepare daily? weekly and monthly reports on helpdesk team’s productivity.
Provide customer feedback to the appropriate internal teams for improvements.
Making recommendations to improve operational efficiency.
Coordinating with Sales and Operations team for supporting business requirements.
Requirements:
General:
Excellent oral and written communication skills.
Willing to work in Night Shifts on rotation basis.
Good knowledge of MS office tools.
Technical:
Relevant experience in leading or playing key role in a Tech-Support Helpdesk team.
Hands-on experience with helpdesk and extending support remotely using appropriate tools.
Solid technical background and ability to give instructions to even non-technical users.
Customer-service orientation with a problem-solving? can-do attitude.
Good knowledge about PLM, manufacturing processes and industry practices/trends.
Relevant exposure to CAD tools like CATIA/UGNX/Creo/Inventor/etc.
Relevant exposure to PLM tools like 3DEXPERIENCE/ENOVIA/Teamcenter/Windchill/Fusion 360/etc.
Good know-how of Licensing, Installation and Administration of above-mentioned solutions.
Ability to troubleshoot various applications and system administration related issues.
Leading technical discussions with customers and suggesting value additions.
Good command over key terminologies, technologies and methodologies used in the industry.
Building and maintaining the knowledgebase for both technical and business aspects.
Maintain the KPIs and performance metrics of helpdesk.
Constantly analyze the processes/workflows/metrics/data and implement strategies to improve them.
Coordinating with the respective software manufacturer teams for driving quick results."

Key Skills:
General:
Excellent oral and written communication skills.
Willing to work in Night Shifts on rotation basis.
Good knowledge of MS office tools.
Technical:
Relevant experience in leading or playing key role in a Tech-Support Helpdesk team.
Hands-on experience with helpdesk and extending support remotely using appropriate tools.
Solid technical background and ability to give instructions to even non-technical users.
Customer-service orientation with a problem-solving? can-do attitude.
Good knowledge about PLM, manufacturing processes and industry practices/trends.
Relevant exposure to CAD tools like CATIA/UGNX/Creo/Inventor/etc.
Relevant exposure to PLM tools like 3DEXPERIENCE/ENOVIA/Teamcenter/Windchill/Fusion 360/etc.
Good know-how of Licensing, Installation and Administration of above-mentioned solutions.
Ability to troubleshoot various applications and system administration related issues.
Leading technical discussions with customers and suggesting value additions.
Good command over key terminologies, technologies and methodologies used in the industry.
Building and maintaining the knowledgebase for both technical and business aspects.
Maintain the KPIs and performance metrics of helpdesk.
Constantly analyze the processes/workflows/metrics/data and implement strategies to improve them.
Coordinating with the respective software manufacturer teams for driving quick results."

Location:
Chennai

Required Experience:
7-10 yrs

Positions:
1