FEDEBOM Support Analyst

Job Description

As an FEDE BOM – 3DX Support Analyst, you will play a crucial role in providing technical assistance and support to our users, ensuring smooth and efficient utilization of our engineering software tools. Your primary responsibilities will include first point of contact for users seeking assistance, troubleshooting issues, and providing timely resolutions to their technical queries as well as oversee the implementation, administration, and monitoring of access controls for various applications, databases, and systems within the organization. You will collaborate closely with our engineering teams, software developers, and customer support personnel to offer expert insights into product functionality, identify and address software-related issues, and improve the overall user experience.

Responsibilities

• Ensure data management, alignment, and delivery from 3DX and Teamcenter in support of the Manufacturing Team.
• Merge current C3P attributes to 3DX out of the data model.
• Work collaboratively with US team to implement solutions in 3DX.
• Decision on how to handle 3DX data moving forward to stay in 3DX or Feed legacy process.
• Development / implementation of Data Exchange Protocol
• Interfacing with manufacturing team and IT, understanding downstream manufacturing processes, innovating solutions for any new processes or issues and making presentations to management.
• Provide exceptional technical support to users via phone, email, chat, and remote sessions.
• Diagnose and resolve complex technical issues related to our engineering software tools promptly and effectively.
• Actively listen to users’ concerns, questions, and feedback, and ensure that all interactions are handled professionally and courteously.
• Document user interactions, inquiries, and resolutions accurately in our support ticketing system for future reference.
• Collaborate with the development team to escalate and prioritize critical issues requiring further investigation and resolution.
• Create and maintain knowledge base articles, tutorials, and troubleshooting guides to assist users in resolving common issues independently.
• Participate in the testing and evaluation of new software releases, providing valuable feedback to enhance product functionality and usability.
• Conduct periodic training sessions and webinars to educate users on best practices and advanced features of our engineering tools.
• Stay current with the latest product enhancements, updates, and industry trends to deliver informed support and advice to users.
• Design, implement, and manage access control policies and procedures for the organization's applications, databases, and systems.
• Monitor user access rights, permissions, and privileges to ensure adherence to security standards and company policies.
• Regularly conduct access reviews and audits to identify and mitigate any potential security risks or unauthorized access.
  
  
  

Qualifications

• Bachelor's degree in Engineering, Computer Science, or a related technical field is preferred.
• Experience in technical support or a similar customer-facing role, preferably in the engineering software industry with coding background.
• Solid understanding of engineering principles and familiarity with CAD/CAM/CAE or other engineering software tools.
• Requires expertise and SME level engagement, with deep understanding of Ford data needs, 3DX data structure and process knowledge including development of fasteners catalog, managing attributes to support Manufacturing, etc.
• High level of knowledge in Teamcenter, Active Workspace, 3DX, FEDEBOM, BOM-CAD alignment, WERS, PDO and another toolset.
• Working knowledge of Ford processes like GPDS, BOM, MBOM
• Proficiency in troubleshooting complex technical issues and providing clear explanations to non-technical users.
• Excellent communication skills, both written and verbal, with the ability to communicate technical concepts effectively.
• Strong problem-solving and analytical skills, with an aptitude for quickly grasping and resolving technical challenges.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Customer-focused mindset with a passion for delivering top-notch support and exceeding user expectations.
• Familiarity with ticketing systems, CRM software, and remote support tools is advantageous.
• Flexibility to work occasional evenings or weekends to provide timely support during peak periods or for urgent user requests.