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APPLICATION SUPPORT ENGINEERING MANAGER - 500473
TX, United States of AmericaSiemens Digital Industries Software is driving transformation to enable a digital enterprise where engineering, manufacturing and electronics design meet tomorrow. Our solutions help companies of all sizes create and leverage digital twins that provide organizations with new insights, opportunities and levels of automation to drive innovation.
Employer: Siemens Industry Software Inc.
Job Title: Application Support Engineering Manager [MULTIPLE POSITIONS]
Job Location: Austin, TX
Job Type: Full Time
Rate of Pay: The salary range for this position in Austin, TX is $223,808 - $233,300 per year and this role may be eligible to earn incentive compensation. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: www.benefitsquickstart.com. In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave, paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).
Duties: Establish and improve best practices for optimizing customer support and customer satisfaction. Lead team of Support Application engineers to manage post-sales technical support activities for the company portfolio. Manage Customer Support by overseeing the resolution of customer issues, ensuring timely and high-quality responses from the team. Assign AEs to key accounts, ensuring proactive and personalized support. Ensure the team meets response time, resolution time, and customer satisfaction targets. Drive Proactive Support. Implement best practices to prevent recurring issues and enhance customer experience. Manage, perform and drive customer site visits as needed to address critical issues and strengthen relationships. Work closely with product marketing teams, sales management, account teams, ATMs and regional AEMs to understand business opportunities, develop and execute regional technical support plan to align with and enhance account plans. Collaborate with the Field and Division teams on driving customer issue resolution, handle escalations, drive product adoption and enhance customer satisfaction. Establish and maintain lines of communication with product engineering on issues such as considerations for product quality, reliability, and performance. Work with R&D teams to incorporate experience from customer support to improve product. Develop and improve online resources for customer self-solving issues. Ensure the support team contributes to an up-to-date and valuable knowledge base. Develop technical videos, troubleshooting guides, and customer-facing resources. Organize Webinars & Events. Collaborate with marketing and product teams to facilitate customer best practices and engagement sessions. Oversee other customer support outreach activities such as newsletters and events that's best aligned with overall business objectives. Provide coaching, mentorship, and professional development opportunities to Support AEs, fostering a high-performance culture. Conduct regular training sessions, performance reviews, and career growth discussions to enhance technical expertise and customer-handling skills. Encourage knowledge sharing and cross-training within the team to build a well-rounded, adaptable support organization.
Requirements: Employer will accept a Master's degree in Electrical Engineering or related field and 60 months of experience in the job offered or in an Application Support Engineering-related occupation. Position requires experience in the following: Working with Custom IC Design and methodologies including LVS, DRC and SDL; Design verification methodologies such as pre-layout and post-layout simulation and Circuit design methodologies; Working with Analog/AMS IC Design and MEMS to assist Custom IC Design (Tanner) customers in the resolution of complex design, simulation and verification challenges; Working with Tanner EDA Tools; Utilizing IC Design and Verification for analog and mixed-signal circuits; Utilizing design data management systems including library and enterprise data management. 10% domestic and international travel is required. Telecommuting and/or working from home may be permissible pursuant to company policy.
[Hybrid role]
Referral Program: Incentives offered through the Company's Employee Referral Program are applicable to this position.
CONTACT : Apply within this posting.
#LI-DNI
Job Title: Application Support Engineering Manager [MULTIPLE POSITIONS]
Job Location: Austin, TX
Job Type: Full Time
Rate of Pay: The salary range for this position in Austin, TX is $223,808 - $233,300 per year and this role may be eligible to earn incentive compensation. Siemens offers a variety of health and wellness benefits to employees. Details regarding our benefits can be found here: www.benefitsquickstart.com. In addition, this position is eligible for time off in accordance with Company policies, including paid sick leave, paid parental leave, PTO (for non-exempt employees) or non-accrued flexible vacation (for exempt employees).
Duties: Establish and improve best practices for optimizing customer support and customer satisfaction. Lead team of Support Application engineers to manage post-sales technical support activities for the company portfolio. Manage Customer Support by overseeing the resolution of customer issues, ensuring timely and high-quality responses from the team. Assign AEs to key accounts, ensuring proactive and personalized support. Ensure the team meets response time, resolution time, and customer satisfaction targets. Drive Proactive Support. Implement best practices to prevent recurring issues and enhance customer experience. Manage, perform and drive customer site visits as needed to address critical issues and strengthen relationships. Work closely with product marketing teams, sales management, account teams, ATMs and regional AEMs to understand business opportunities, develop and execute regional technical support plan to align with and enhance account plans. Collaborate with the Field and Division teams on driving customer issue resolution, handle escalations, drive product adoption and enhance customer satisfaction. Establish and maintain lines of communication with product engineering on issues such as considerations for product quality, reliability, and performance. Work with R&D teams to incorporate experience from customer support to improve product. Develop and improve online resources for customer self-solving issues. Ensure the support team contributes to an up-to-date and valuable knowledge base. Develop technical videos, troubleshooting guides, and customer-facing resources. Organize Webinars & Events. Collaborate with marketing and product teams to facilitate customer best practices and engagement sessions. Oversee other customer support outreach activities such as newsletters and events that's best aligned with overall business objectives. Provide coaching, mentorship, and professional development opportunities to Support AEs, fostering a high-performance culture. Conduct regular training sessions, performance reviews, and career growth discussions to enhance technical expertise and customer-handling skills. Encourage knowledge sharing and cross-training within the team to build a well-rounded, adaptable support organization.
Requirements: Employer will accept a Master's degree in Electrical Engineering or related field and 60 months of experience in the job offered or in an Application Support Engineering-related occupation. Position requires experience in the following: Working with Custom IC Design and methodologies including LVS, DRC and SDL; Design verification methodologies such as pre-layout and post-layout simulation and Circuit design methodologies; Working with Analog/AMS IC Design and MEMS to assist Custom IC Design (Tanner) customers in the resolution of complex design, simulation and verification challenges; Working with Tanner EDA Tools; Utilizing IC Design and Verification for analog and mixed-signal circuits; Utilizing design data management systems including library and enterprise data management. 10% domestic and international travel is required. Telecommuting and/or working from home may be permissible pursuant to company policy.
[Hybrid role]
Referral Program: Incentives offered through the Company's Employee Referral Program are applicable to this position.
CONTACT : Apply within this posting.
#LI-DNI