Job Description

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

System Administration & Maintenance

• Provide 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 Resolution

• Manage 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 & Reporting

• Collaborate 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 Development

• Stay 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 Responsibilities

• Perform other duties as assigned to support evolving company goals and strategic initiatives.

Qualifications

An equivalent combination of education, training and experience will be considered.

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related technical field.
• 2+ years of experience administering PTC Windchill or similar PLM solutions preferred.
• Experience with system administration (CAD, IT infrastructure, data management, or database administration).
• Prior exposure to PTC Windchill PDMLink, ProjectLink, or related tools strongly preferred.
• Experience managing Windows and/or Linux servers, including troubleshooting and performance tuning.
• Familiarity with Oracle or SQL Server databases, scripting, and automation tools a plus.

Skills & Competencies

• Applicants must reside in the U.S. and meet Federal Contractor eligibility requirements.
• Strong understanding of Product Data Management (PDM) and Product Lifecycle Management (PLM) concepts.
• Solid technical troubleshooting and analytical skills with attention to detail.
• Excellent communication and customer service skills, capable of translating technical information clearly to non-technical stakeholders.
• Highly organized and capable of managing multiple priorities in a remote, fast-paced environment.
• Ability to work occasional evenings, overnights, or weekends as required by customer maintenance schedules.
• Collaborative mindset with the ability to contribute to a high-performing, customer-focused team.

Additional Information

COMPENSATION

• Base Annual Salary is $81,000 for this salaried, exempt Full-Time position

BENEFITS

• Medical insurance
• Employer Paid Short Term Disability
• _ Flexible PTO (take as you need, no accrual)_
• Vision insurance
• Dental Insurance
• 401(k) Plan with Employer match
• Basic Life, AD&D, and Disability Insurance
• Employee Assistance Program
• Paid Holidays
• Eligible for bonuses/KPIs

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• Ability to work in a remote environment or in-office.
• Exposed to moderate noise levels.

PHYSICAL ABILITIES

Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Light sedentary office work.
• Some overnight travel may be required for corporate events or customers.

NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

** NOTE TO COLORADO RESIDENTS:** In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or date of school attendance or graduation. You will not be penalized for redacting or removing this information.

_ EEO Statement: EAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws._