Teamcenter PLM & NX CAD Support Specialist

John Cockerill, enablers of opportunities

Driven since 1817 by the entrepreneurial spirit and thirst for innovation of its founder, the John Cockerill Group develops large-scale technological solutions to meet the needs of its time: facilitating access to low carbon energies, enabling sustainable industrial production, preserving natural resources, contributing to greener mobility, enhancing security and installing essential infrastructures. 

Its offer to businesses, governments and communities consists of services and associated equipment for the sectors of energy, defence, industry, the environment, transports, and infrastructures. With over 6,000 employees, John Cockerill achieved a turnover of € 1,209  billion in 2023 in 29 countries, on 5 continents.

www.johncockerill.com 

Location - Mumbai, India

Job Purpose

We are seeking a dedicated and customer-focused Support Engineer to provide comprehensive technical support for the Teamcenter PLM and NX CAD solutions. The successful candidate will have a strong understanding of PLM and CAD systems, coupled with a commitment to delivering fast, accurate solutions to users within defined Service Level Agreements (SLA). This role requires both technical expertise and excellent communication skills to ensure a smooth and productive experience for end-users.

The Support Engineer will play a key role in diagnosing and resolving system issues, answering user inquiries, and ensuring the continuous operation of the Teamcenter PLM and NX CAD environments. This position involves troubleshooting, incident management, and providing proactive system support, all while maintaining a strong focus on the end-user perspective.

Key Responsibilities

• Serve as the primary point of contact for Teamcenter PLM and NX CAD user support, managing incoming tickets and ensuring timely resolution of issues within established SLAs.
• Provide hands-on support for system issues, including user access problems, workflow disruptions, NX CAD model issues, and data integrity concerns in Teamcenter.
• Address and resolve technical problems from an end-user perspective, ensuring minimal impact on user productivity and system availability.
• Utilize troubleshooting techniques to identify the root cause of problems and implement effective solutions, coordinating with other technical teams when necessary.
• Monitor support requests, track incidents, and escalate complex issues to higher-level technical experts or vendors when required.
• Ensure clear and regular communication with end-users throughout the support process, providing updates on issue status and expected resolution times.
• Perform routine system health checks on the Teamcenter and NX CAD systems, identifying potential issues before they affect users.
• Maintain detailed support documentation to help users resolve common issues and improve the overall efficiency of the support process.
• Collaborate with the engineering and IT teams to enhance system performance, address recurring issues, and implement preventive measures to reduce downtime.
• Participate in system upgrades, patches, and testing to ensure smooth transitions and minimal disruptions to users.

Required Skills & Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or a related technical field.
• 2-5 years of experience in providing technical support for Teamcenter PLM and NX CAD systems.
• Proven ability to handle support requests, troubleshoot technical issues, and provide timely resolutions in line with SLA requirements.
• Strong problem-solving skills with a customer-first approach to resolving issues from an end-user perspective.
• Experience with Teamcenter PLM administration (user access, workflows, data management) and NX CAD troubleshooting.
• Familiarity with ticketing systems (e.g., JIRA, ServiceNow) and the ability to track and prioritize support issues.
• Excellent communication skills, with the ability to explain complex technical issues to non-technical users.
• Ability to work independently and as part of a team to deliver high-quality support services.

Preferred Qualifications:

• Experience with BMIDE (Business Modeler IDE) for Teamcenter configuration and customization.
• Familiarity with NX CAD integration within the Teamcenter environment.
• Knowledge of ITIL or other support frameworks for effective incident management.
• Basic knowledge of scripting or automation tools to streamline support tasks.

Equal Opportunity Employer                  

John Cockerill and all John Cockerill Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law

John Cockerill offers you career and development opportunities within its various sectors in a friendly working environment. 
Do you want to work for an innovative company that will allow you to take up technical challenges on a daily basis?
We look forward to receiving your application and to meeting you!

Discover our job opportunities in details on www.johncockerill.com