The Product Support Expert (EPC domain - CAD 3D) provides technical expertise on product / services/ solutions to ensure their availability and reliability through proactive maintenance and incident resolution meeting Service Level Agreement. He/She is also handling particular tasks in the tools (project setup,...)
Main Accountabilities
Provide technical expertise and guidance to resolve technical issues related to digital and IT applications belonging to the EPC domain (CAD 3D solutions in particular)
Ensure recognition of the project needs, adequate project set-up (including for 3rd party projects: 3rd party numbering, symbology, access rights management), the continuous operationality and availability of CAD 3D tools for design team
Ensure implementation of 3D models according to Air Liquide Standards & governance practices
Ensure the right level of communication is provided to customers / end users
Collaborate with development, product and infrastructure teams to plan and implement application changes and releases
Identify opportunities for process improvement and efficiency gains within the application support and maintenance function
Scope of work: Digital Delivery Services Innotech - Worldwide
Level of interlocution:
Key Users (3D designers)
Product Support experts
Product experts / Product Managers
Differentiating Criteria
L2 Profile confirmed
Knowledge Management (documentation)
Familiarity with the below is beneficial:
IT service management (ITSM) frameworks and best practices
ITIL (Information Technology Infrastructure Library) principles and practices
project management methodologies (e.g., Agile, Waterfall,...)
Education: Bachelor's or Master's degree or equivalent experience in Computer Science, Information Technology, or a related field
Experience : +5 years proven experience in EPC domain application support AND operational role in the EPC industry, or a related role
General Requirements
Customer and service oriented
Solution-focused decision making and problem solving skills
Excellent communication ( in English, fluent, oral and written) and interpersonal skills in an international environment
Strong appetite for the latest technologies, trends, standards, products and applicability
Technical Expertise
Strong technical knowledge of application support and maintenance processes, including troubleshooting, incident management, and release management :
Proficiency in Hexagon Smart 3D & Aveva E3D: In-depth knowledge of their functionalities, configurations, hardware requirements, troubleshooting daily users issues and performance problems
3D CAD Data Management & Database Troubleshooting: Advanced in maintaining project databases, resolving data integrity issues, and troubleshooting performance problems. SQL / Database fundamental knowledge is required.
Understanding of Engineering Design Workflows / Processes (min basic level): Knowledge of typical EPC project phases, deliverables and how CAD 3D tools are applied in disciplines like piping, structural, instrumentation and electrical
CAD 3D Advanced skills: Ability to understand, troubleshoot and potentially modify customizations or scripts
Inter-tool Integration & Data Exchange: Knowledge of how Hexagon Smart 3D and Aveva E3D integrate with other engineering tools (e.g. P&ID tools, E&I tools)
Proficiency in diagnosing and resolving complex technical issues in digital applications
Our Differences make our Performance
At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
