Remote Technical Support Engineer
Found in: Talent US C2 - 7 days ago
Tasks
Provide troubleshooting and resolution of software and hardware issues reported by customers Deliver high quality and remote customer support in a contact center format, using a global ticketing system, for various products and applications across Buhler business units Complete task management in ticketing system/service cloud and initiate quality notification process Work according to a schedule in shifts and be flexible to work on weeknights and weekends on a rotating basis Support digital service solutions for our local Bühler organizations and directly to customers Proactively support customers based on data analytic dashboards, system notifications and early warnings from IoT Communicate proactively with local Bühler organizations and specialists, and external customers Collaborate with Buhler organization to resolve issues Arrange services with Buhler Service Group to repair or replace defective products Other duties as assigned Technical diploma or higher degree in mechanical, electrical or automation engineering or related field At least 2-3 years of experience in process automation (process control system, visualization system) or customer service Ability to understand process flows, P&ID, wiring diagrams/electrical circuits, HMI, and manuals Ability to explain technical issues to technical and non-technical employees/customers Strong on judgement, decision making and problem-solving skills. Utilize effective approaches for developing appropriate solutions and course of actions Excellent interpersonal skills, phone etiquette, teamwork, and customer orientation Fluent in written and spoken English, speaking clearly so listeners can understand Willingness and flexibility to work shifts or be on call that could span weeknights and weekends Field Service experience highly preferred Ability to read and interpret code of PLC (Programmable Logic Controllers) programs Experience in industrial standards (ProfiNet, Profibus, network topology) Basic knowledge of: Windows Server, VMware, TIA Portal, SAP C4C (Cloud 4 Customer), TeamViewer, STEP7 Additional language skills are an asset (Spanish, Portuguese) Ability to travel 10-20% International and successful company with sustainable prospects for the future Wide technical & modern environment with interesting challenges Professional environment with an open communication culture Exciting development and training opportunities Great and dynamic work environment Health Insurance with Health Savings Account Dental Vision and Life Insurance Short Term and Long Term Disability 401(k) with 6% company contribution 15 days vacation Sick Time Maternity and Paternity Leave-
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