Group Leader - Technical Support (Windchill)

Overview

Group Leader - Technical Support for the Windchill PLM domain, leading a small technical support team to ensure high customer satisfaction for global and local customers.

What you'll do

• Ensure the group provides superior customer service to achieve high customer satisfaction.
• Use Windchill PLM functional and technical knowledge to resolve customer issues.
• Handle customer escalations and keep management informed about critical issues.
• Listen to customers, collect viewpoints, and prepare reports using Salesforce.com.
• Keep direct reports updated on information and upcoming events.
• Ensure training and certification of group members across technical areas.
• Conduct weekly group meetings (or as needed) and coach junior staff.

What you'll need

• At least 4+ years of directly related work experience.
• Bachelor’s degree or higher in engineering, computers, software, IT, or management-related discipline.
• At least 4+ years of technical knowledge on Windchill/relevant PLM domain.
• Ability to understand complex problem descriptions and communicate resolution options verbally and in writing.
• Knowledge of customer service procedures and work instructions.
• Strong written and verbal communication skills.

Details

• Location: Pune, India.
• Department: Technical Support (Software Operations & Support).
• Team: India Day team supporting global and local PTC customers, partners, and internal stakeholders.
• Team size: small work teams with 6–7 direct reports.
• Mentoring/coaching time: between 51% - 60% of the time.
• Languages: English (Business Level).