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案件番号:JOB168779 / 036

  • 外資系
  • 転勤なし

Technical customer support engineer

事業内容

外資系ソフトウェア会社
創立されて以来、業界でのお客様が製品設計と開発を最大化するお手伝いを続けてきました。当初、複雑なシェイプ設計に活用されていた3Dは、いまや、デジタルモックアップを生み出して製品を設計・生産することを可能にしました。今日、生産からリサイクルをも含む、構想からメンテナンスまでの製品のライフサイクルを3Dで表現するソリューションで、明日の工業プロセスを見越しています。

勤務地

Tokyo

職務内容

Imagine new horizons….
Dassault Systemes, the 3DEXPERIENCE Company, provides business and people with virtual universes to imagine sustainable innovations. Its world-leading solutions transform the way products are designed, produced, and supported. Dassault Systemes’ collaborative solutions foster social innovation, expanding possibilities for the virtual world to improve the real world. The group brings value to over 200, 000 customers of all sizes, in all industries, in more than 140 countries.

What will your role be?
Satisfy our Users, Customers & Partners thanks to Superior Technical Expertise by answering requests, monitoring usage, listening to feedbacks and communicate improvements

a. “REACTIVE SUPPORT”
·Be accountable for the quality & speed of answers to all 3DS Customers Support Requests ·End to End ownership of customer request from opening until closure ensuring customer satisfaction
·Promote R&D Best Practices through interaction with customer/users
·Make sure our delegated Partners are delivering against their Support SLA on each Service Request.
·Contribute to answer users questions in user's communities.

·In case of a dedicated Support Services level contracted by the customer : (e.g. Premium), ·Be the Dedicated Technical Expert for selected Premium Customers to manage “Service Requests”
·Participate to customer cadence call, on demand, to convey technical expertise and deliver plans to enhance value & satisfaction.
·Manage production down situations for mission critical systems: deliver best in class resolution plan and communicate according to Customer (e.g. onsite intervention, cadenced remote operations, follow the sun operations)

b. “PROACTIVE /PREVENTIVE SUPPORT”
·Monitor usage and deliver online services to our cloud/ on Premise users (e.g. detect infrastructure noncompliance, proactive log monitoring, over storage consumption, usage optimization recommendation).
·Listen and capitalize on user's feedbacks to guide R&D to improve solutions based on user's needs
·Communicate improvements to users
·Contribute 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 Define & Capitalize

雇用形態

正社員

応募条件

User experience of CATIA
·Education requirement BS degree
·1 to 8 years of successful software solution sales experience
·Customer Deployment and / or R&D background
·Experience in a Domain / Industry is an advantage
·Service Requests Management Process and Tools
·Peer cooperation
·Effective Communication
·Crisis and issue management
·Knowledge capitalization
·Problem Solving
·Time and Priority Management
·Customer Focus
·Testing process & tools
·Usage monitoring
·Communicating to user's in communities
·Feedbacks capitalization
·Native level Japanese

英語力

不要

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案件タイトル

Technical customer support engineer

案件番号

JOB168779 / 036

勤務地

Tokyo

案件URL

https://www.aegis-japan.co.jp/job/169355/

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