Engineering Systems Support Lead

Career Area:

Technology, Digital and Data

Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

About SPM Oil & Gas

SPM Oil & Gas, a Caterpillar company, provides superior products and service solutions to make our customers more efficient and lower total cost of ownership. Globally, we deliver engineered oilfield and drilling equipment repair and certification, mechanical and rotating equipment repairs and upgrades, rapid prototyping of spare parts, robust asset management, operation and maintenance and field engineering services. We offer a wide range of career opportunities across a variety of technical and business roles in engineering and service locations worldwide. Join our team and help build engineering solutions that change the industry!

About the role:

An Engineering Systems Support Lead provides support and problem resolution for specific products.

Additional information:

• Relocation is available for this position.
• Sponsorship is not available for this position.
• This position requires working onsite five days a week.

What you will do:

• Provide customer service and support of SolidWorks CAD software including both file structure and CAD file behavior.
• Responsible for SolidWorks PDM database management including Microsoft SQL services and database backup.
• Responsible for SolidWorks PDM Administration tasks include workflow management and installations/upgrades.
• Trains customers (internal) in product operation and maintenance.
• Provide periodic software support after hours for global engineering teams.

What you will have:

Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.

Level Working Knowledge:

• Identifies and documents specific problems and resolution alternatives.

• Examines a specific problem and understands the perspective of each involved stakeholder.

• Develops alternative techniques for assessing accuracy and relevance of information.

• Helps to analyze risks and benefits of alternative approaches and obtain decision on resolution.

• Uses fact-finding techniques and diagnostic tools to identify problems.

Customer Support Policies, Standards and Procedures: Knowledge of the organization's customer support policies, standards and procedures; ability to guide customers on all company interactions.

Level Working Knowledge:

• Follows standards and procedures that are relevant to one's own function and initiative.

• Provides feedback in order to improve standard procedures.

• Interprets documentation on the policies and standards regarding contact with the customer.

• Contributes to the development and implementation of specific procedures.

• Assesses inquiries for the need to escalate for further review or approval.

Software Product Technical Knowledge: Knowledge of technical aspects of a software products; ability to design, configure and integrate technical aspects of software products.

Level Working Knowledge:

• Maintains and utilizes data related to install base configurations and environments.

• Solicits customer feedback; reports and monitors bugs and implementation issues.

• Participates in defining and conducting technical acceptance tests.

• Participates in creating technical requirements for software development and deployment.

• Explains basic environment and product configuration options.

Software Release Management: Knowledge of strategies, practices and tools for managing versions and distribution of software products and enhancements; ability to evaluate and improve release management practices and tools.

Level Working Knowledge:

• Is informed on process and status of release testing, validating, packaging and deployment plans.

• Describes major conversion and migration issues and considerations.

• Helps deploy new releases for one or more products.

• Distributes communications, with guidance, about product release delays.

• Participates i