Dedicated Technical Expert - Dassault Systèmes - Seattle

Job description

Dassault Systèmes 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 as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match, 3 weeks’ vacation and 8 paid holidays plus 4 floating holidays.

Imagine new horizons...

The role of the dedicated expert is to serve and satisfy our users, customers, and partners by providing superior technical expertise on DS products and applications.

Create tomorrow with 3DEXPERIENCE. #Careersat3ds

What will your role be?

You will be responsible for reducing iterations and improving resolution efficiency by being a single point of entry who interacts on the customer behalf by collaborating with the DS R&D team.

Your challenges ahead

· Providing both proactive/preventative and reactive support to our customers
· Being accountable for the quality and speed of answers to all 3DS Customers Support Requests
· Having end to end ownership of customer requests from opening until closure ensuring customer satisfaction
· Ensuring data accuracy (including urgency, Defect/Non Defect, Priority, description of problem/scenario, use cases, business process impacts, frequency...)
· Promoting R&D best practices through interaction with customer/users
· Timely delivery of answers /solutions including validating all code corrections against customer scenarios. (i.e. Debug kits/Emergency fixes/Hot fixes/Fix pack)
· Making sure our delegated partners are delivering against their Support SLAs on each Service Request.
· Managing emergency/production down situations for mission critical systems: delivering best in class resolution plan and communicating according to Customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations).
· Contributing to Big Data / Cognitive Computing transformation adoption to enhance customer satisfaction
· Drive the identification of underlying causes behind complex incidents and drive problem solving together with development teams

Your key success factors

· BS Degree or equivalent experience
· 1 to 8 years of successful software solution support or sales experience
· Customer Deployment and or R&D background
· PLM or MES software experience
· Experience with DS Products a huge plus
· Experience in the following Industry Solution Experiences (Domain / Industry) is an advantage: Winning Program, Co-design to Target License to Fly Built to Operate