Senior Application Support Engineer SISW

Senior Application Support Engineer SISW


Job Description

Senior Application Support Engineer

At Siemens we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow’s reality. Find out more about the Digital world of Siemens here: www.siemens.com/careers/digitalminds

Siemens DISW is looking for an innovative and creative Knowledge Manager to be an active contributor to our product and customer support strategy. The successful candidate will be primarily responsible for managing the continual development, deployment and strategic vision of the Simcenter 3D knowledge base within the internal CRM system and the external facing Support Center. The role will include assisting in promoting the use of Support communities, maintaining its relevance, and developing intelligence reports and analysis of article use etc for provision to senior management. Key areas of analysis include identification of popular articles, deflection rates, and related information as needed.

Responsibilities and qualifications include but are not limited to the following:

Responsibilities:

  • Management of the knowledge base within the Salesforce CRM tool and the Support Center including:
    1. Maintenance and updating of existing SC3D articles (liaison with existing authors)
    2. Creation of comprehensive tagging system for articles
    3. Creation of exciting new articles (liaison with engineering and development teams within SC3D)
    4. Ensuring articles have consistent appearance and tone through development of new templates and detailed specifications
  • Work with other team members to ensure new articles regularly appear on Support Center
  • Deploy more advanced search capabilities using keywords/tags
  • Identify and help prioritize innovative knowledge base articles (video etc)
  • Help script and plan video based tutorial articles
  • Develop ‘white papers’ in conjunction with company engineers and developers for publication on Support center Community page
  • Run regular reports to determine article use and popularity and develop at-a-glance case deflection reports
  • Act as reviewer of articles and facilitate translation of articles with Japanese and Korean teams
  • Respond to customer expectations and demands on community page
  • Be cognizant of competitive knowledge base systems and general customer portals for identification of new delivery techniques etc
  • Promote the use of the Knowledge base to internal and external customers through contact with marketing, PFD and sales.
  • Communicate your passion for engineering education through creative technical writing

Qualifications:

  • Professional Engineer with experience in advanced technical support of customer engineering functions (FE
  • Masters Degree in Engineering, Fluid Mechanics, Physics or related physical science discipline
  • Experience in finite element, multi body or fatigue analysis to meet real world goals in research or design.
  • Experience with solutions for linear statics, buckling & normal modes on models of unlimited size.
  • Minimum of 5 years experience in delivering engineering solutions
  • Excellent, creative written and verbal skills (English) and utmost attention to detail
  • Excellent teamwork skills coupled with the ability to work independently with limited supervision from requirements to delivery
  • Efficiently work under pressures and deadlines.
  • Ability to work remotely from a home office

Beneficial Experiences:

  • Experience conceptualizing and managing online portals.
  • UI design and usability experience.
  • Experience with current and emerging CRM technologies.
  • Experience with using web based learning solutions

*Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States. Qualified Applicants must be legally authorized for employment in the United States.

#LI-PLM #LI-MK2

Organization: Digital Industries

Company: Siemens Industry Software Inc.

Experience Level: Experienced Professional

Job Type: Full-time

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

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Posted on

May 11, 2021