Role & responsibilities

PLM SME & Support Leadership:

- Act as Subject Matter Expert (SME) for PLM tools (ENOVIA/Windchill).
- Provide end-to-end support for L1 and L2 tickets, ensuring timely closure within SLA.
- Act as an escalation point for complex L1/L2 issues and coordinate with L3 teams where required.

Ticket & Incident Management:

- Resolve/assign incoming support tickets (incidents/service requests).
- Perform detailed analysis and troubleshooting to identify root causes.
- Maintain high ticket quality standards, including proper documentation and updates.
- Ensure SLA/KPI adherence (resolution time, response time, backlog control).
- Identify recurring issues and recommend permanent fixes or system improvements.

Process Improvement & Knowledge Management:

- Create and maintain knowledge base articles (KB), FAQs, and troubleshooting guides.
- Continuously improve support processes, workflows, and ticket handling efficiency.
- Define and enforce best practices, governance, and SOPs for PLM usage and support.
- Conduct periodic ticket analysis and present insights to stakeholders.

Preferred candidate profile : Engineering , Manufacturing , Industrial Equipment, CAD

📌 PLM Engineer - Process Management (Pune)
🏢 DesignTech Systems
📍 Pune