What are the responsibilities and job description for the Technical Support Engineer position at ESI Group?
Purpose of the role
The Support Engineer is a new role that has evolved through ESI Group’s transformation. You will be part of the Adoption Team within our Customer Success organization.
Your focus will be to ensure that our customers receive excellent first-line product support by being curious about what the customer is trying to achieve and understanding the customer's problem. In coordination with the sales team, you will be a link between the customer and the rest of our technical teams, including product development and professional services
.
Main responsibilities
- Organize and provide customer support (by telephone or e-mail) complying with our support offerings (standard, premium, and busines
- s)Document incident reports, software bugs, and enhancement requests in order to source our self-serve support powered by AI
- Deliver training from ESI’s training catalog to help maximize software usage and reduce support calls
- Conduct Usage Review with customers to increase software usage, improve recognized value, and ensure satisfaction and renewal
- Provide technical assistance to achieve the outcomes of our on-boarding and adoption service packages
- Use customer data to highlight areas where training could reduce customer support calls
- Deliver training from ESI’s training catalog to help maximize software usage and reduce support calls
- Support the sales team in account developments and promote ESI’s services catalog by recommending improvements to existing processes/tools and proposing ideas to help our customers succeed
Role qualifications and requirements
- B.S or M.S. in Mechanical Engineering or related field
- 3 to 5 years of experience in Finite Element Methods, Crash & Safety Simulation, especially VPS
- High level of technical customer support experience
- Proven experience of route cause investigation
- CAE / CAD experience and understanding of the product development cycle is preferable
- High-level oral and written communication skills
- .Able to work effectively both within and across teams
- Fluent in English is required for the role
- Take initiative, team player, adaptive
What we do
ESI Group, a part of Keysight Technologies, provides reliable and customized solutions anchored on predictive physics modeling and virtual prototyping expertise. Acting principally in automotive, land transportation, aerospace and defense, and heavy industry, ESI software enables engineers to simulate mechanical designs, smart manufacturing processes, and human-centric workflows to make better decisions earlier in the product lifecycle. Keysight is an S&P 500 company delivering market-leading design, emulation, and test solutions to help engineers develop and deploy faster, with less risk, throughout the entire product life
cycle.