Job Details

About the job

We are seeking a motivated and detail-oriented SOLIDWORKS Customer Experience Specialist to join our Client's Customer Experience Team. The Customer Experience Specialist is responsible for supporting client and project needs relating to the automation of engineering and related business processes.

The candidate chosen for this position will assist in leading TPM's effort to resolve our customers' support issues with industry leading software solutions. Key duties in this position will include providing technical solutions to customers through email, telephone, and web-based support cases. The candidate will manage cases by documenting full details of issues, identifying severity, and promptly resolving or escalating cases to support engineers across the spectrum of products and specialties.

Essential Duties And Responsibilities

• Become an expert in the related software suite, including deep configuration and customizations.
• Fulfill TPM's training program specifically for SOLIDWORKS, and related data management solutions.
• Receive customer input from phone, email, or web submission and create support tickets.
• Update TPM's Customer Support Portal.
• Provide technical support for installation, activations, network support, and contract management.
• Document and manage support cases using case management software.
• Schedule follow-ups for support engagements with support engineers.
• Maintain and support a knowledge base of typical case resolutions.
• Schedule customer equipment installations while following checklists and administering proper documentation.
• Become a competent & trusted technical support advisor to client user base.
• Excel in providing friendly and productive engagements in problem solving.
• Develop relationships with software vendors' support channels.
• Maintain a strong desire to broaden the scope of expertise and applicability of solutions.

Required Skills/Abilities

• A.S. Degree in Mechanical Engineering or Mechanical Engineering Technology.
• Minimum 1 year of industry experience using SOLIDWORKS, preferably in a manufacturing setting.
• Excellent customer service, communication, and presentation skills.
• Analytical thinker with troubleshooting and problem-solving skills.
• Ability to multitask and complete assigned tasks in a fast-paced environment.
• Outstanding verbal and written communication skills.
• Highly motivated self-starter.
• A desire to improve efficiency and workflows.
• A desire to continually advance technical knowledge and hands-on ability.

Preferred Skills/Abilities

• At least 3 years of experience using SOLIDWORKS.
• Experience in call center or customer support environment.
• SOLIDWORKS Certification (CSWP, CSWPA, CSWE).
• SOLIDWORKS reseller (VAR) experience.
• Experience with Windows networking/IT infrastructure
• Experience with databases and query languages (i.e., SQL)

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.