13 Post Sales Jobs in Pune

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**Job Summary:**
We are seeking a dynamic and skilled Application Support Engineer to join our Post Sales team. In this role, you will be the primary point of contact for our customers, ensuring they receive exceptional support and guidance for SOLIDWORKS applications. You will collaborate closely with clients to resolve technical issues, enhance the application experience, and drive customer satisfaction.

**Key Responsibilities:**
- **Customer Support:** Serve as the main contact for post-sales application support inquiries, addressing technical issues and providing timely resolutions.
- **Troubleshooting:** Analyze and diagnose application-related problems through careful investigation and assessment of logs, configurations, and operational workflows.
- **Documentation:** Create and maintain documentation, including knowledge base articles, troubleshooting guides, and user manuals to empower customers and enhance team efficiency.
- **Collaboration:** Work closely with cross-functional teams, including development, product management, and sales, to facilitate effective solutions and improve application features based on client feedback.
- **Training & Onboarding:** Assist in the training of customers on application features, usage best practices, and new functionalities, ensuring a smooth onboarding experience.
- **Feedback Loop:** Gather customer feedback and work with product teams to advocate for necessary product improvements and enhancements.
- **Incident Management:** Manage and track support tickets in issue tracking systems, ensuring timely follow-up and resolution of cases.
- **Report Generation:** Monitor application performance metrics and generate reports for both internal stakeholders and clients to assess application stability and usage.
- **Continuous Improvement:** Stay updated on industry trends, tools, and technologies to continuously improve support processes and enhance customer experience.

**Qualifications:**
- Bachelor's degree in Mechanical Engineerg 
- Strong understanding of SOLIDWORKS
- Proficient in troubleshooting application issues and performing root cause analysis.
- Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users.
- Experience with customer relationship management (CRM) tools and support ticketing systems.
- Ability to work independently and manage multiple priorities in a fast-paced environment.
- Strong problem-solving skills and attention to detail.

**Preferred Qualifications:**
-SOLIDWORKS ,3DEXPERIENCE , Mechanical Design, Manufacturing Processes, Engineering Drawings, Material Selection,GDnT, BOM Management.

 

**Job Title: Application Support Engineer, Post Sales**

**Roles and Responsibilities:**

1. **Technical Support:**
- Provide expert-level support for applications post-sales, assisting customers with troubleshooting and resolving issues.
- Analyze and diagnose application issues reported by customers, utilizing debugging and log analysis techniques.

2. **Customer Interaction:**
- Act as the primary point of contact for customer queries post-implementation, maintaining a high level of customer satisfaction.
- Communicate effectively with customers through various channels (email, phone, chat) to provide updates and resolutions.

3. **Documentation and Reporting:**
- Create and maintain comprehensive documentation of customer interactions, technical issues, and resolutions for internal reference and future inquiries.
- Prepare and deliver reports on support metrics, trends in customer issues, and feedback for product improvement.

4. **Collaboration with Teams:**
- Collaborate with the development and product management teams to report bugs, provide feedback on application performance, and suggest enhancements based on customer experiences.
- Work closely with sales and account management teams to understand customer requirements and tailor support to their needs.

5. **Training and Education:**
- Conduct training sessions for customers and internal teams to improve understanding of application functionalities and best practices.
- Develop user guides and training materials to empower customers to utilize the application effectively.

6. **Issue Tracking and Escalation:**
- Utilize support ticketing systems to track and manage customer issues and resolutions efficiently.
- Identify critical issues requiring escalation to higher-level support teams and ensure timely follow-up.

7. **Customer Feedback Management:**
- Gather and analyze feedback from customers regarding application performance and usability, relaying insights to product development teams.
- Participate in product improvement initiatives by contributing directly to roadmap discussions based on customer input.

8. **Maintenance and Upgrades:**
- Assist customers during application upgrades and migrations, ensuring minimal disruption to their operations.
- Proactively monitor application performance and recommend optimizations as necessary.

9. **Adherence to SLAs:**
- Ensure compliance with Service Level Agreements (SLAs) regarding response and resolution times.
- Strive for continuous improvement in support processes to enhance operational efficiency.

10. **On-call Support:**
- Participate in an on-call rotation as needed to provide after-hours support for critical issues impacting customers.

This role is integral in ensuring that customers derive maximum value from the application's capabilities, maintaining strong relationships, and driving customer success post-sales.