• Job Description

  Req#: JPC 9032598

  Job Description

  Location: Loveland, Ohio (no remote please)

  Responsibilities:

  • Technicians will be answering phone calls and responding to emails from customers.

  • Typical calls may include resolving registration issues, product installation, software licensing and general usage questions.

  • Provide 1st level telephone support for Siemens software.

  • Collate, analyze, and produce reports of software license usage and ownership information.

  • Provide support to ensure software compliance, as well as store and manage software license proof of ownership.

  • Responsible for analyzing purchased licenses, reviewing discovery data, and conducting research to assist with purchases and contract requirements.

  • Verify usage, advise of renewal purchases based on needs.

  • Analyze existing and/or create new documentation where necessary.

  • Document all customer/case details in support case tracking system.

  • Communicate effectively with Customers to determine and resolve common problems and requests in compliance with established service level agreements.

  • Maintain a personal queue of ongoing customer issues until resolution.

  • Interface with members of an escalation team and with R&D resources to bring escalated issues to resolution.

  • Act as a liaison between Customers and Technical Department, including escalation of cases to 2nd level support if necessary and reporting back to customer with resolution.

  • Participate as an active member of the Helpdesk team.

  • Provide reports and updates to the Helpdesk Support Lead on a regular basis.

  Qualification Requirements

  • Excellent organizational skills and a proven ability to plan and prioritize multiple workstreams/tasks.

  • Experience administering IT contracts or software licenses.

  • Excellent communication skills as well as strong analytic skills

  • Advanced knowledge on Server and Network

  • Position requires candidates to possess both excellent verbal and written communication skills.

  • Must be a team-player, self-starter, goal oriented, open minded, flexible and a people-oriented professional.

  • Any Degree or associate degree preferred but we do consider experienced people without degree.

  Preferred

  • CAD/PLM experience preferred.

  • Experience in IT is a plus as this position will integrate us with the tech teams.

  Interested Candidates please feel free to contact me at 248-522-6609/deepa.kashinath@prolim.com.

• About the company

  PROLIM is a global company focused on product innovation by leveraging IT and PLM Technologies. PROLIM has more than a decade of PLM Service history – serving Automotive, Aerospace, High Tech and Industrial Machinery companies throughout the world.

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