Engineering Software Support Specialist

hace 1 mes


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

We are seeking an exceptional Engineering Software Support Specialist to join our team at Ford Motor Company. As a key member of our support team, you will be responsible for delivering top-notch technical support to our customers.

Responsibilities
  • Diagnose and resolve complex technical issues related to our engineering software tools promptly and effectively.
  • Actively listen to users' concerns, questions, and feedback, and ensure that all interactions are handled professionally and courteously.
  • Document user interactions, inquiries, and resolutions accurately in our support ticketing system for future reference.
  • Collaborate with the development team to escalate and prioritize critical issues requiring further investigation and resolution.
  • Create 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 is preferred.
  • Experience in technical support or a similar customer-facing role, preferably in the engineering software industry.
  • Solid understanding of engineering principles and familiarity with CAD/CAM/CAE or other engineering software tools.
  • 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.
Salary

$85,000 - $110,000 per year, depending on experience.

Benefits

Competitive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.



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