PLM Engineer - Process Management

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