Lead – Applications Support Engineer

Role Purpose 

Provide reliable, user-focused  Level 1.5 support for the daily R&D application and engineering-tool environment in China. The role owns incidents and requests from intake through resolution or effective escalation, combines technical troubleshooting with strong ticket discipline, and converts recurring issues into reusable knowledge, training, and service improvements. 

Support Scope 

• Daily user support for China R&D applications and engineering tools, including access, installation, configuration, license, connectivity, workflow, data, and common functional issues. 

• Core environment may include PDM / PBOM (PTC Windchill), PTC Creo, Engineering Launcher, AutoCAD, Cadence, Phenix, MathCAD, LIMS, related engineering utilities, and other approved R&D tools. 

• Service channels include ServiceNow incidents and requests, phone, chat, self-service follow-up, remote support, and planned user training or knowledge-sharing sessions. 

Key Responsibilities 

1. L1.5 Incident and Request Resolution 

• Act as the frontline specialist for R&D application incidents, requests, and how-to questions, with particular emphasis on restoring user productivity quickly and safely. 

• Validate the affected application, user impact, error condition, environment, access or license status, recent changes, reproducibility, and available logs or screenshots before deciding the resolution path. 

• Resolve issues within the authorized support boundary using approved knowledge articles, standard work instructions, known workarounds, remote-assistance methods, and documented operational procedures. 

• Take ownership of the case from initial contact to closure, including user communication, progress updates, confirmation of service restoration, accurate categorization, and complete resolution notes. 

• Escalate to the correct L2/L3, platform, infrastructure, security, master-data, license, or global application team when the issue exceeds L1.5 scope; provide a concise problem statement, impact, evidence, actions already taken, and clear assistance required. 

• Proactively follow up on aged, reassigned, unassigned, reopened, or blocked tickets and help prevent tickets from remaining outside the correct support queue. 

1. R&D Tool and Workflow Support 

• Support common engineering-tool lifecycle activities such as application installation and launch, license or access validation, workspace and client configuration, connectivity checks, and approved first-line recovery actions. 

• Guide users on routine PDM / PBOM processes and common operational errors, including search and access, workspace synchronization, check-in / check-out, document or part associations, promotion / change workflows, package usage, publishing output, and validation messages within the documented L1.5 boundary. 

• Support common MCAD / ECAD usage questions and configuration issues for approved tools, while distinguishing user guidance and known-error resolution from design-method engineering or product-development consulting. 

• Identify whether a case is a training need, data / permission issue, local device issue, application defect, backend service issue, or out-of-scope business request, then route it appropriately. 

1. Knowledge, Training, and Shift-Left Enablement 

• Create and maintain clear bilingual or Chinese-first knowledge articles, quick guides, decision trees, known-error records, and troubleshooting checklists for L1, L1.5, and end users. 

• Review support documentation after application releases, workflow changes, recurring incidents, or user feedback; verify that instructions remain accurate and usable from an L1.5 perspective. 

• Deliver or coordinate targeted user training, new-feature briefings, and practical demonstrations for high-volume or error-prone topics. 

• Transfer repeatable knowledge to the regional Service Desk L1 team, define the expected first checks, and improve the proportion of cases resolved at the earliest appropriate support level. 

Qualifications and Experience 

• Bachelor's degree in mechanical engineering, computer science, information systems, industrial engineering, or equivalent practical experience. 

• At least 3 years of relevant experience in R&D application support, engineering tools, IT service support, or an equivalent user-facing technical role. Strong candidates with less experience and demonstrable hands-on capability may also be considered. 

• Hands-on experience with one or more engineering environments such as PTC Windchill / PDM, PTC Creo / MCAD, AutoCAD, Cadence / ECAD, or comparable R&D applications. 

• Working knowledge of IT service-management practices, including incident, request, escalation, knowledge, SLA, and problem-trend concepts. ITIL Foundation is preferred. 

• Experience using ServiceNow or an equivalent ITSM platform, including disciplined ticket documentation and queue-based collaboration. 

• Ability to troubleshoot across application, account, permission, license, client configuration, endpoint, network, and backend dependencies without losing ownership of the user outcome. 

• Good written and spoken Chinese; professional English reading and writing for technical documentation and collaboration with regional or global teams. 

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* 不同国家和地区可能适用不同的计划与项目。

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