IT Support Specialist - PLM, Windchill

About the role

Johnson Controls is looking for an IT Support Specialist focused on PLM and Windchill in Monterrey. You will monitor, analyze, test and support PLM-related IT services so that systems stay stable, accessible and aligned with business needs, resolve issues quickly, support the PLM insourcing initiative and build long-term operational knowledge within the internal team.

Key responsibilities

• Monitor and analyze PLM applications and related IT services to identify issues, trends and performance improvements.
• Provide end-to-end support for PLM users, including investigation, troubleshooting, resolution and follow-up.
• Support PLM system testing such as SIT, UAT, regression testing and hypercare for releases, upgrades and configuration changes.
• Assist with PLM-CAD integrations, data and workflow management, user access requests and system configuration.
• Help transfer support knowledge from external resources to the internal team.
• Maintain incident, problem and change management records and support service continuity through ITIL-based processes.
• Prepare documentation, knowledge articles and status updates, and contribute to reports on system health and incident trends.

Required profile

• University degree or equivalent combination of education and experience.
• 4+ years of experience in IT support, PLM operations or a related technical support environment.
• Hands-on experience supporting PLM applications and end-user issue resolution.
• Strong understanding of PLM business processes in engineering or manufacturing environments.
• Ability to support North America business hours and occasionally cover after-hours or weekend support during critical activities.

Required skills

• Windchill (PTC Windchill).
• Incident, problem and change management, preferably in an ITIL-based model.
• Troubleshooting system, workflow, access and data issues.
• Nice to have: PTC Windchill modules (PDMLink, ProjectLink, PartsLink, MPMLink), CAD integrations (Creo, AutoCAD, Inventor, SolidWorks), Autodesk Vault, ServiceNow, Azure DevOps, GitHub, Windows or Linux, and ITIL, Agile or DevOps certifications.

What we offer

• Comprehensive benefits package.
• Professional growth and development opportunities.
• Supportive, inclusive work environment.
• Commitment to work-life balance and employee well-being.