Plm Tech Support Specialist

Summary

Join CoLab, a company revolutionizing mechanical engineering product development, as a PLM Technical Support Specialist. You will provide expert support for CoLab's integrations with various PLM, CAD, and ERP systems, troubleshooting and resolving complex issues. This customer-facing role requires strong communication and collaboration skills to ensure customer satisfaction and efficient issue resolution. You will guide customers through installations and configurations, while also contributing to internal knowledge base development and training. The ideal candidate possesses extensive PLM technical support experience, strong analytical skills, and a proactive approach to problem-solving. CoLab offers a competitive compensation package, including stock options, an extended health and benefits package, unlimited paid vacation, RRSP matching, and flexible remote work options.

Requirements

• 5+ years of experience in PLM technical support, troubleshooting, and integration with one or more major PLM systems, preferably PTC Windchill, but also including Siemens Teamcenter and Dassault 3DExperience/Enovia
• 1+ years of experience in a customer-facing technical support role, providing direct assistance to end-users, troubleshooting technical issues, and collaborating with internal teams to resolve customer concerns effectively
• Hands-on experience in PLM integrations, issue reproduction, and root cause analysis
• Good knowledge of BOM, part and document management, ACL, change management, and PLM-CAD-ERP integration scenarios
• Experience in supporting and troubleshooting PLM configurations, CAD integrations, and data migrations
• Strong analytical and problem-solving skills with a structured approach to investigating PLM issues
• Excellent verbal and written communication skills with the ability to document findings clearly
• Experience with ticket management systems (e.g., Zendesk, Jira) for issue tracking
• Ability to collaborate with IT teams, PLM admins, and PLM architects to resolve technical challenges
• Computer literate with an aptitude for IT systems involvement

Responsibilities

• Provide expert-level support for CoLab’s integrations with various PLM (Windchill, Teamcenter, SolidWorks PDM, 3DX), CAD (Creo, NX, SolidWorks, AutoCAD, 3DX) and ERP systems
• Troubleshoot, investigate, and resolve L2 and L3 PLM integration issues, documenting technical issues and reproducing problems for resolution
• Diagnose issues related to customization, CAD Workers, and different modules of PLM systems
• Assist in PLM system testing, data creation, data migration, and change management initiatives
• Guide customers in installing, configuring, and validating PLM add-ons within their infrastructure
• Communicate complex PLM technical concepts clearly and concisely to both technical and non-technical audiences
• Maintain customer satisfaction by ensuring clear communication, timely resolution of issues, and proactive follow-ups
• Work within defined SLAs to ensure efficient handling of support tickets and proper escalation procedures
• Drive root cause analysis and collaborate with PLM vendors (PTC, Siemens, Dassault Systems) for timely issue resolution
• Escalate unresolved issues appropriately and follow up to ensure resolution
• Develop, maintain, and improve customer-facing knowledge base articles and internal documentation to enhance issue resolution efficiency
• Conduct training and awareness sessions for end-users and peers to promote best practices and efficient system usage

Preferred Qualifications

Experience working with CAD software

Benefits

• This is a full-time, permanent position with an attractive compensation package that includes a stock options package
• This role offers an extended health and benefits package that includes unlimited paid vacation and RRSP matching
• Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within Canada or the US