Product Support Expert- CAD 3D

We are seeking an experienced Product Support Expert to be responsible for the EPC domain digital and IT solutions, particularly for CAD 3D solutions Administration. The ideal candidate will have a proven track record of successful experiences in Hexagon Smart 3D and Aveva E3D.

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.