Technical Support Engineer - Windchill Admin

Background

My Client a fast-growing global digital engineering provider of over 400 staff with headquarters in Sweden and operations in UK, US, Nordics, Germany, India and South Africa. My Client helps engineering companies optimise their products and manage their strategic assets by realising digital transformation initiatives.

PURPOSE

Reporting to the Head of PLM, the Support Engineer is responsible for providing high-quality technical support to our customers. You will work closely with our clients to resolve issues related to PTC software, ensuring optimal performance and customer satisfaction. Your role will involve troubleshooting, problem-solving, and providing expert guidance on PTC products, including but not limited to Windchill, Creo, ThingWorx, and Codebeamer.

ROLE & RESPONSIBILITIES

• Provide technical support and troubleshooting for PTC products via phone, email, and remote sessions.
• Diagnose and resolve software issues, ensuring timely and effective solutions.
• Collaborate with internal teams to escalate and resolve complex issues.
• Maintain a deep understanding of PTC products, staying updated on new features and updates.
• Create and update support documentation, knowledge base articles, and technical guides.
• Participate in the development and improvement of support processes and tools.
• Ensure high levels of customer satisfaction by delivering exceptional service and support.

EDUCATION & QUALIFICATIONS

• Has basic certifications or proven experience in relevant products
• Has domain certifications or proven experience

PERSONAL SPECIFICATION

• Excellent listening skills
• Strong verbal and written communication
• Be self-driven and proactive
• Adaptable, focused, and professional
• Recognises the importance of self-development

SKILLS & EXPERIENCE

• Has a background or experience in one or more of the following areas:
• IT
• Industrial/mechanical design
• Mechanical engineering
• Manufacturing
• Has good PTC product knowledge, especially Windchill and Creo
• Previous experience providing a support role preferred