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Join our team as Application Support Manager m/f/d for our Product Teamcenter in Cologne, Düsseldorf or Frankfurt (Germany), Paris (France), Turin (Italy) or Manchester (United-Kingdom).
About the Role
We offer a role of responsibility, independence, and the opportunity to grow, develop, and proactively contribute. A teamwork culture with open communication and feedback is central to our work.
As a European Teamcenter Support Manager, you will lead Application Support Engineers in technical customer support to serve our Teamcenter customer base, partners, and internal professional service teams.
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You will manage customer support case escalations, typically liaising with Teamcenter System Administrators and their management and other internal DISW departments such as Sales and Services, Customer Success Managers, and Product Development in the countries of your responsibility.
Additionally, the role will require you to manage and contribute towards internal initiatives and processes supporting the European customer support organisation, which consists of four teams geographically organised around country borders.
You will help our customers drive digital innovation by
- Managing personnel activities of staff (i.e., hiring, training, performance reviews, salary increases, rewards, motivation, quality insurance, recommends termination as necessary, etc.).
- Coaching Support Engineers in understanding and following casework practices to a high standard.
- Managing case escalations by interfacing with customers (PLM or IT managers) and DISW internal Sales and Customer Success Managers.
- Contributing to internal process and tool improvements, including department wide rollout of changes.
- Managing the team's development of technical and soft skills as well as their contribution to Knowledge Centered Services like creating and improving Knowledge Base Articles.
- Presenting Teamcenter Support services at conferences and to individual customers.
- Managing Premium Support engagements for selected customers.
- Maintaining and updating documentation of casework best practices.
Qualifications and Experience
- Degree in Computer Science, Mechanical Engineering, Electrical Engineering, or comparable technical training with professional experience in leading a team.
- PLM business experience as an architect, consultant, support engineer, service or support manager, developer, or system administrator.
- Knowledge of PLM software, databases (Oracle/MS SQL) and operating systems.
- Demonstrable and consistent record of tackling problems in difficult situations/ troubleshooting and prioritising business-critical (escalated) issues.
- Excellent English skills (both written and oral). Either German or French language skills are beneficial, but not a requirement.
- Proven record in developing your team members, presenting to large audiences and customers, as well as in working effectively in a team with multiple nationalities and cultures.
- Minimal travel required (less than 5%)
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
If you want to make a difference - make it with us.
We value equal opportunities and welcome applications from people with disabilities. At Siemens, we believe people who've had real experiences dealing with being different will excel as leaders. Let's foster a culture of creativity and innovation. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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