Team Lead Technical Support - REMOTE

 Requisition #: 17101 

Our Mission: Powering Innovation That Drives Human Advancement  

When visionary companies need to know how their world-changing ideas will perform, they close the gap between design and reality with Ansys simulation. For more than 50 years, Ansys software has enabled innovators across industries to push boundaries by using the predictive power of simulation. From sustainable transportation to advanced semiconductors, from satellite systems to life-saving medical devices, the next great leaps in human advancement will be powered by Ansys. 

Innovate With Ansys, Power Your Career.  

Summary / Role Purpose

Join the Ansys Customer Excellence team to supervise a talented team of technical support engineers, to enable our customers' success utilizing numerical simulation, and to support the growth of Ansys business.  In this role, you will supervise a dynamic, passionate team of engineers supporting our customers in resolving challenging technical problems and providing customer feedback to improve Ansys products. You will be working in a supervisory capacity within a diverse, collaborative group of engineers with a wide range of experiences and expertise, leveraging your technical skills to advance the success of our customers and of Ansys while expanding your leadership acumen.

Key Duties and Responsibilities

• Deploy and exploit all available resources, including Ansys AI-based platforms to complement your engineering expertise and knowledge of simulation to assist customers in solving their engineering problems and enabling their usage of Ansys Fluids Products. 
• Ensure high Customer Satisfaction and Customer Success that enable customers' usage/deployment/adoption of Ansys software 
• Monitor the quality of support provided by team engineers and the team’s adherence to support processes to ensure high-quality, timely customer service that results in utmost customer satisfaction
• Mentor team members, including, but not limited to, providing the team with effective guidance to support key goals
• Share your extensive knowledge and experience by creating & updating content for your Primary Focus Area to ensure the most relevant help and information is available for customers and internal colleagues.
• Motivate your team to create knowledge material from customer interactions wherever applicable
• Evaluate the Ansys AI-based support platforms' effectiveness by analyzing the AI-based responses to answer customers' questions, specifically on the accuracy/relevance and subsequent corresponding human corrections. 
• Supervise the team to work with the Ansys product development teams to translate customer feedback into product improvements and exciting new product features, file defect reports and verify fixes adhering to defect reporting processes, 
• Motivate and measure the progress on team’s participation in field testing of new releases on industrial problems to ensure that new features and workflows will address customer requirements.
• Recruit, train the team members, and work with the management on resource allocation
• Supervise team members to support Sales and Marketing on an as-needed basis by conducting demonstrations, webinars, online training, and other meetings
• Supervise team’s participation and contribute or lead team and company efforts, as needed
• Practice and promote One Ansys culture

Minimum Education/Certification Requirements and Experience

• Required Education and degree type: BS or MS or PhD in Mechanical / Chemical / Aerospace Engineering or any related engineering stream
• Required minimum years of professional experience in an engineering software environment: BS+5, MS+2, or PhD+0
• Minimum of 3 years of experience of handling Ansys support
• Demonstrated use of relevant Ansys Fluids software or knowledge of other commercial CAE, CAD, EDA, PLM software packages
• Strong organizational and management skills
• Strong interpersonal and communication skills, logical problem-solving, fluent in writing and speaking English
• Projects a professional image, fosters teamwork and demonstrates business acumen

Preferred Qualifications and Skills

• Preferred education and years of professional experience in an engineering software environment: BS+8, MS+6, or PhD+3
• Ability to travel domestically up to 25% of the time

At Ansys, we know that changing the world takes vision, skill, and each other. We fuel new ideas, build relationships, and help each other realize our greatest potential. We are ONE Ansys. We operate on three key components: our commitments to stakeholders, our values that guide how we work together, and our actions to deliver results. As ONE Ansys, we are powering innovation that drives human advancement

Our Commitments:

• Amaze with innovative products and solutions
• Make our customers incredibly successful
• Act with integrity
• Ensure employees thrive and shareholders prosper

Our Values:

• Adaptability: Be open, welcome what’s next
• Courage: Be courageous, move forward passionately
• Generosity: Be generous, share, listen, serve
• Authenticity: Be you, make us stronger

Our Actions:

• We commit to audacious goals
• We work seamlessly as a team
• We demonstrate mastery
• We deliver outstanding results

VALUES IN ACTION

Ansys is committed to powering the people who power human advancement. We believe in creating and nurturing a workplace that supports and welcomes people of all backgrounds; encouraging them to bring their talents and experience to a workplace where they are valued and can thrive.  

Our culture is grounded in our four core values of adaptability, courage, generosity, and authenticity. Through our behaviors and actions, these values foster higher team performance and greater innovation for our customers.  

We’re proud to offer programs, available to all employees, to further impact innovation and business outcomes, such as employee networks and learning communities that inform solutions for our globally minded customer base. 

WELCOME WHAT’S NEXT IN YOUR CAREER AT ANSYS

At Ansys, you will find yourself among the sharpest minds and most visionary leaders across the globe. Collectively, we strive to change the world with innovative technology and transformational solutions. With a prestigious reputation in working with well-known, world-class companies, standards at Ansys are high — met by those willing to rise to the occasion and meet those challenges head on. Our team is passionate about pushing the limits of world-class simulation technology, empowering our customers to turn their design concepts into successful, innovative products faster and at a lower cost. Ready to feel inspired? Check out some of our recent customer stories, here and here.

At Ansys, it’s about the learning, the discovery, and the collaboration. It’s about the “what’s next” as much as the “mission accomplished.” And it’s about the melding of disciplined intellect with strategic direction and results that have, can, and do impact real people in real ways. All this is forged within a working environment built on respect, autonomy, and ethics.
 

CREATING A PLACE WE’RE PROUD TO BE 
Ansys is an S&P 500 company and a member of the NASDAQ-100. We are proud to have been recognized for the following more recent awards, although our list goes on: Newsweek’s Most Loved Workplace globally and in the U.S., Gold Stevie Award Winner, America’s Most Responsible Companies, Fast Company World Changing Ideas, Great Place to Work Certified (China, Greece, France, India, Japan, Korea, Spain, Sweden, Taiwan, and U.K.).

 
For more information, please visit us at www.ansys.com
 

Ansys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.
 
Ansys does not accept unsolicited referrals for vacancies, and any unsolicited referral will become the property of Ansys. Upon hire, no fee will be owed to the agency, person, or entity.