Group Leader - Technical Support (Windchill)

Our world is transforming, and PTC is leading the way. Our software brings the physical and digital worlds together, enabling companies to improve operations, create better products, and empower people in all aspects of their business.

Our people make all the difference in our success. Today, we are a global team of nearly 7,000 and our main objective is to create opportunities for our team members to explore, learn, and grow - all while seeing their ideas come to life and celebrating the differences that make us who we are and the work we do possible.

Position

Group Leader

Department

Technical Support

Location

Pune, India Day Operations

PTC Overview

PTC (Nasdaq: PTC) provides leading product lifecycle management (PLM), content management and dynamic publishing solutions to more than 40,000 companies worldwide. PTC customers include the world's most innovative companies in manufacturing, publishing, services, government and life sciences industries.

Generic Responsibilities

A Group Leader is an entry level management and technical position in the Software Operations & Support Department whose job is to ensure a high level of PTC Customer Satisfaction by ensuring their group provides superior customer service. A Group Leader requires at least 4 years of directly related work experience and a Bachelors Degree or higher in engineering, computers, software, IT or management related discipline. This role is for the India Day team which supports global and local PTC customers, partners and internal stakeholders in the Windchill PLM domain

• Ability to envision and appreciate customers’ interests and specific concerns.
• Has the functional and technical knowledge on Windchill PLM to perform the job with a high level of accomplishment.
• Listening, collecting points of view, preparing reports using Salesforce.com and presenting information.
• Handling customer escalations and proactively keep management informed about critical issues.
• Keeps direct reports up to date with information and upcoming events.
• Visible and accessible to employees on a regular basis and excellent delegation skills.
• Self-Motivated, willing to lead by example with Positive attitude and demeanor.
• Demonstrates the ability to comprehend complex problem descriptions and effectively communicate possible resolution options in a verbal and written medium which may help address customers ongoing problems.

Required Knowledge, Skills & Abilities

Technical

• At least 4+ years of technical knowledge on Windchill / relevant PLM domain
• Understand and apply Customer Service Procedures and Work Instructions.
• Report non-conformities or proposals to improve the PTC QMS system.
• Complete quarterly and annual performance reviews.
• Ensure proper training and certification of group members in various technical areas
• Maintain up to date Group member records (Training resume, certification, mentor log files, ...).
• Provide career development opportunities for group members.
• Promote engineers based on career path and create development plans for direct reports.
• Conduct group meetings on a weekly basis or as needed based on the discretion of the Section Manager / Manager.
• Candidates who are able to lead and create a difference
• Minimum 4 years’ experience with a Bachelor Degree in Computer Science, Mechanical , Electronics & Telecommunication Engineering or relevant experience
• Experience working in a Highly Specialized Technical Support Department or a Consultant Role is must.
• Mentors and coaches more junior staff between 51% - 60% of the time. Span of Control and Number of Reports: small work teams (6-7 direct reports).

Report Types:

• Associate, Mid and Senior levels.

Reporting Relationships:

• Section Manager / Manager.

Generally, demonstrates a functional proficiency of critical competencies in job. Contributes to departmental goals and objectives / metrics and plans; may contribute to organizational goals.

Soft skills

• Strong customer focus / customer experience matters
• Strong written and verbal communication skills
• Excellent prioritization & self-motivation skills
• Focusing on the needs of the people around him / her.
• Be concerned with building relationships and keeping employees motivated & happy.
• Skilled at or focused on meaningful interaction with employees

Languages

• English (Business Level)

Life at PTC is about more than working with today’s most cutting-edge technologies to transform the physical world. It’s about showing up as you are and working alongside some of today’s most talented industry leaders to transform the world around you.

If you share our passion for problem-solving through innovation, you’ll likely become just as passionate about the PTC experience as we are. Are you ready to explore your next career move with us?

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