Supporting SolidWorks users can be a challenge if you have never done it before. If you have functioned in a technical support role previously, you have an idea of the kinds of things you can expect. If you were a SolidWorks reseller support engineer in a previous job, it will be the easiest to transition. It takes a long time to learn the tools of the trade in support, and it takes a lot of effort to stay on top of the software from release to release.
This chapter helps you on two levels. No matter whom you are, you are going to need help from time to time when supporting your users, so the first part of this chapter addresses sources for help. The second part of the chapter covers how you provide support to your users.
Because the SolidWorks software grows more and more complex every year, it is impossible to be an expert on all aspects of it. No one person can be expected to know everything about the software, especially if your company uses add-ins like Simulation (Cosmos) or PDM, which are fields of study all on their own. So one of the necessary tasks of the SolidWorks Administrator, no matter how well informed she is in a specific area of the SolidWorks software, is to be familiar with resources that you can count on for professional level support.
Support is a difficult job. Generally, support providers are rather low on the pay scale, and support is only a small ...