Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position. System Administration & MaintenanceProvide ongoing remote administration and technical support for multiple customer Windchill environments, ensuring optimal system uptime and performance.Monitor system health, logs, and metrics to proactively identify and resolve issues before customer impact.Execute system maintenance activities including Windchill and Oracle database tuning, patch application, backup verification, and cleanup of unreferenced data.Perform system upgrades, maintenance builds, and configuration updates following documented processes and within approved change windows.Customer Support & Issue ResolutionManage and resolve customer support requests through EAC’s ticketing and incident management systems (e.g., Jira, ServiceNow), ensuring timely updates and closure in accordance with SLAs.Communicate regularly with customers regarding incident status, maintenance schedules, and recommended improvements.Document technical procedures, issue resolutions, and environment changes to maintain a complete and auditable service record.Collaboration & ReportingCollaborate with internal teams—including Solutions Architects, Technical Leads, and Customer Success—to deliver seamless service and knowledge sharing.Provide detailed monthly performance reports, system insights, and proactive recommendations for continuous improvement.Contribute to internal process and tool enhancements to improve efficiency and consistency across the Managed Services team.Continuous Improvement & Professional DevelopmentStay current on PTC Windchill, CAD integration tools, and Managed Services best practices to support innovation and quality of service delivery.Participate in internal training sessions, team meetings, and process reviews to enhance service quality and technical proficiency.Perform additional duties as assigned in support of EAC’s Managed Services and customer success initiatives.Additional ResponsibilitiesPerform other duties as assigned to support evolving company goals and strategic initiatives.
