Job Description

You will contribute to the Continuous Services mission by establishing customer satisfaction. You are the technical application specialist for our external Support customers and a real troubleshooter guru. Your passion is to investigate root causes and to resolve technical problems from various individually customized applications for our CS customers. Your biggest challenge is to be creative and help our customers as soon as possible when they are not able to run their daily business anymore, but also to propose preventive actions to avoid incidents from happening.

This function is a full-time function or can be combined with another role within the Continuous Services department. It is required to participate in our 24×7 standby (red phone) service and to work outside office hours conform the maintenance window as agreed with the customer. The flexibility can be needed in future to work into a shift rotation system to cover 24×7 coverage.

Job Requirements

  • Experience with DELMIA Quintiq is required.
  • Bachelor’s degree, or Master Degree in Computer Science, Software Engineering, Mathematics or comparable work experience.
  • Previous experience with solving technical issues at customer-facing front is an advantage.
  • At least 2 years’ experience in software troubleshooting or in high level technical support.
  • Hands-on experience using Java/C++/C#.NET or similar object-oriented platforms with databases like SQL Server or Oracle is nice-to-have.

Job Responsibilities

• Responsible for maintaining the technical knowledge of the customer environment.
• Responsible for updating the technical documents in the SAM knowledge base.
• Analyze log files, provide corrective measures, and propose technical preventive solutions to the First Line team or the customer success associate.
• “Spar” with a QS/TC/FO about technical/functional work arounds in the model in case of defining a correction due to an incident.
• May execute hot fixes in the model on Production environments.
• Responsible for defining clear instruction (documentation and training) towards the front office team for incidents, service requests or to execute predictive maintenance.
• Responsible for maintaining an internal Reference environment.
• Contact 3rd party suppliers (e.g., DELMIA Quintiq, PTV, KPN) related to incidents or service requests.
• Responsible to execute deployment of DELMIA Quintiq applications on customer production environment (not QCS) conform release instructions from the project team.
• Provides input of new functional/technical opportunities to the Client Executive.
• Help to improve the internal and external CS processes.
• As part of the CS team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests.

To be successful at this job, you master the following competencies:

• Strong analytical and troubleshooting skills.
• Persistence and pro-active attitude.
• Creative problem-solving skills.
• Problem management skills.
• Customer and result oriented.
• Excellent communication skills.
• Highly customer and result-focused;
• Sense of Ownership
• Service and quality focus/mindset
• Excellent English reading, writing, and conversation.
• Flexible (e.g., rotational shifts).

Nature of Job

This position is offered as a fulltime job, where it is also required to work in rotational shifts (24×7). You’ll have Work From Home options. You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture (India, USA, UK & the Netherlands), communicating with other col-leagues around the world. We have a fun working environment with regular celebrations and other employee engagement activities. Performance is rewarded within The logic Factory , there is fast professional and personal growth in salary and grade.

This role is primarily based in the Ahmedabad – Gujarat but you will be expected to work with colleagues in the UK, Europe, and the US.

Apply

For more information, please send an e-mail to careers-in@thelogicfactory.com.

For consideration, please upload your resume and a cover letter stating why you are applying for this position. For more information on DELMIA Quintiq please visit their website at www.quintiq.com

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