ENOVIA User Request Engineer

Role Description & Responsibilities

Dassault Systemes is seeking an experienced, skilled and motivated User Request Engineer to ensure user satisfaction by analyzing and resolving service requests (SRs) using ENOVIA Brand expertise. The Engineer will qualify SRs and create technically accurate and isolated IRs for the Development team. They will also identify trends to create Value Requests (ERs), lead the Virtual Enablement team, contribute to knowledge base content, and share best practices across Support and R&D.

Responsibilities:

• Analyze and resolve or escalate SRs based on technical assessment
• Prioritize requests by severity and business impact
• Reproduce issues, determine if they are defects, and create quality IRs for Development
• Create Value Requests based on IR closure trends
• Define and document troubleshooting procedures
• Maintain up-to-date brand knowledge and complete technical certifications
• Execute proactive support and communication plans
• Lead the Virtual Enablement team for ENOVIA Support
• Share technical knowledge and contribute to continuous improvement
• Ensure compliance with R&D processes and performance indicators

Qualifications:

• 5+ years of customer support experience in a technical software environment
• 3+ years of experience supporting cloud-based solutions
• Knowledge of engineering, change management, and manufacturing processes
• Experience leading a Virtual WW Team
• Experience presenting Technical Training
• Experience with 3DEXPERIENCE Openness (System Exchange)
• Experience installing and maintaining a ENOVIA/3DEXPERIENCE Platform.
• Familiarity with 3DEXPERIENCE apps: Product Design Apps, XCAD Connectors, BOM Management, Variant Management, Program and Project Management, Change Management, etc.
• Experience with Composer viewers.
• Comfortable working in a global support model, managing tickets across time zones
• Strong analytical, debugging, and problem-solving skills
• Highly organized with strong attention to detail in a fast-paced environment
• Self-motivated, proactive, and open to coaching and feedback
• Able to work independently or in a collaborative team setting
• Solid project management aptitude or experience
• Excellent written and verbal communication skills in English

Nice to Have:

• Experience in parametric solid modeling (CATIA V5/3DEXPERIENCE)
• Data Setup, Collaborative Space Configuration, Data Model Customization and X-PDM
• Experience with xCAD Environments: Non-DS CAD Tools (Inventor, AutoCAD, Revit, NX and Creo), Conversions and Hybrid Designs
• Design automation skills (MQL, VB scripting, ENOVIA Knowledge Language)
• Experience using VRA infrastructure to manage environments
• Certification in the following DS Technical Areas:

3DEXPERIENCE platform

Infrastructure Architect

ENOVIA - Product Planning and Program Management

ENOVIA - IP Classification and Protection

ENOVIA - Brand Essentials

ENOVIA - Global Product Development

• Experience with Automotive, Supply Chain and Aerospace & Defense Industries a plus.
• Experience with DS VALUE ENGAGEMENT Process a plus.

Compensation for the role will be commensurate with experience. The total expected compensation range will be between $90,000 and $120,000 representing the base salary (or annualized salary based on estimated hourly compensation) and target bonus.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state laws and local ordinances. We are committed to fair employment practices and will evaluate all candidates based on their qualifications, regardless of past arrest or conviction history.

Dassault Systemes offers an excellent salary with potential for bonus, commensurate with experience. Benefits include a choice of plans providing comprehensive coverage for medical, dental, vision care for employee & dependents as well as employee life, short & long term disability, tuition reimbursement, immediate 401K enrollment, 401K match (50 cents on the dollar, up to the first 8% of your eligible compensation that you contribute based on match eligibility criteria), flexible time off policy, and 10 paid holidays.