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:
Management of the knowledge base within the Salesforce CRM tool and the Support Center including:
Maintenance and updating of existing SC3D articles (liaison with existing authors)
Creation of comprehensive tagging system for articles
Creation of exciting new articles (liaison with engineering and development teams within SC3D)
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
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
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.
Siemens Industry Software Inc.
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