Applications Engineer / First Line Support Specialist (CAD/PLM)

Waltonen Engineering - Troy, MI

Full-time - Mid Level

Troy, MI

Professional, Scientific, and Technical Services

About the position

The Applications Engineer / First Line Support Specialist at Waltonen Engineering is responsible for providing exceptional technical support for Siemens software products. This role involves working closely with the sales team and customers to resolve technical issues, manage software licenses, and improve service quality. The ideal candidate will have a strong background in CAD/PLM software and will be instrumental in ensuring customer satisfaction through effective problem-solving and communication.

Responsibilities

• Work under the guidance of Geometric Solutions' Managing Director
• Gain proficiency in Solid Edge to produce high-quality demos, webinars, instructional videos, and educational sessions
• Provide technical support for sales team members when needed
• Provide first-line technical support to customers for Siemens software products, ensuring efficient resolution of tickets and high levels of customer satisfaction
• Utilize expertise in CAD software to assist users with technical issues, offering solutions in a timely and professional manner
• Oversee the management and maintenance of software licenses, with a majority of support tickets related to software licensing
• Provide expert troubleshooting support for software-related issues, minimizing downtime and maintaining business continuity
• Collaborate with the Geometric Solutions team to continuously improve service quality and support processes
• Document customer interactions and resolutions effectively for future reference and knowledge-sharing

Requirements

• 3+ years of work experience in an engineering / design environment
• Proven work experience with Siemens software or equivalent (Dassault, Autodesk or PTC)
• Strong understanding of CAD, PLM, and related engineering software
• Experience in software license management and troubleshooting
• Excellent problem-solving skills and the ability to handle multiple tasks under tight deadlines
• Strong communication skills, with a focus on providing exceptional service to customers
• Effective interpersonal skills and relationship-building skills
• Ability to present ideas in user-friendly language
• Analytical and problem-solving abilities, with attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Technical knowledge of hardware, including desktops, laptops, tablets, and workstations
• Hands-on hardware troubleshooting experience
• Working technical knowledge of current protocols, operating systems, and standards

Nice-to-haves

• Bachelor's degree in Computer Science, Information Technology (IT), Engineering or a related field
• Experience with Siemens GTAC (Global Technical Access Center)

Benefits

• Medical, Dental & Vision Insurance
• Vacation and Holiday pay
• Employer matching 401K
• Tuition Reimbursement
• Flexible Spending Programs (FSAs)
• Short-Term & Long-Term Disability insurance
• Employee Referral Program
• Additional Voluntary Benefit Programs
• Hybrid work schedule after 90 days for eligible positions
• Off-site company events & Employee Luncheons