Technical Support Specialist

hace 1 semana

Naucalpan de Juárez, México Ford Motor Company A tiempo completo
Job Description

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team at Ford Motor Company. As a Technical Support Specialist, you will be responsible for providing expert-level technical support to our customers and internal stakeholders, ensuring seamless integration of our engineering software tools.

Key Responsibilities:

  • Provide technical support and troubleshooting for complex engineering software issues, ensuring timely and effective resolution.
  • Collaborate with cross-functional teams, including development, manufacturing, and IT, to identify and resolve technical issues.
  • Develop and maintain knowledge base articles, tutorials, and troubleshooting guides to assist users in resolving common issues independently.
  • Participate in the testing and evaluation of new software releases, providing valuable feedback to enhance product functionality and usability.
  • Conduct periodic training sessions and webinars to educate users on best practices and advanced features of our engineering tools.
  • Stay current with the latest product enhancements, updates, and industry trends to deliver informed support and advice to users.
  • Monitor user access rights, permissions, and privileges to ensure adherence to security standards and company policies.
  • Regularly conduct access reviews and audits to identify and mitigate any potential security risks or unauthorized access.

Requirements:

  • Bachelor's degree in Engineering, Computer Science, or a related technical field.
  • Experience in technical support or a similar customer-facing role, preferably in the engineering software industry with coding background.
  • Solid understanding of engineering principles and familiarity with CAD/CAM/CAE or other engineering software tools.
  • Expertise in Teamcenter, Active Workspace, 3DX, FEDEBOM, BOM-CAD alignment, WERS, PDO, and other toolsets.
  • Working knowledge of Ford processes like GPDS, BOM, MBOM.
  • Proficiency in troubleshooting complex technical issues and providing clear explanations to non-technical users.
  • Excellent communication skills, both written and verbal, with the ability to communicate technical concepts effectively.
  • Strong problem-solving and analytical skills, with an aptitude for quickly grasping and resolving technical challenges.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Customer-focused mindset with a passion for delivering top-notch support and exceeding user expectations.
  • Familiarity with ticketing systems, CRM software, and remote support tools is advantageous.

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