As a Remote Technical Support Engineer (COPC Agent), you will support Buhler customers remotely through the Customer Operations Center (COPC) for customers under a service contract and customers without a contract. A critical role with customer exposure and high expectations on dedication and quality, you are responsible for resolving customer’s technical issues, managing the ticketing system and for overall high customer satisfaction.

Bühler is an equal opportunity employer and we value diversity and inclusion at our company, therefore, it's important that you match us and we match you. Regardless of your gender (m/f/d). We invite you to read more about our commitment to diversity, equality and inclusion on our website: https://bit.ly/40QxJP6

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

Required Qualifications

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%

Benefits

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

Who we areBühler as an employer

We are working to create sustainable innovations for a better world. Our aim is to transform the world’s most pressing food and mobility challenges into sustainable technologies, process solutions and business models. At Bühler, you are empowered to show initiative and take responsibility. In our family-owned company, personal success goes hand in hand with shared success. We foster a diverse and inclusive workplace where integrity and courage are key drivers of our success. We support your personal development because we want you to make a difference. By joining Bühler, you will be helping us tackle global challenges while at the same time meeting the needs of our customers.

Bühler is committed to providing equal employment opportunity to all employees and applicants for employment without regard to race, color, religion, creed, gender, sexual orientation, gender identity, status as a disabled veteran or other veteran or military status, sex, age, national origin, ancestry, disability, marital status, status with regard to public assistance, or other protected by class status. Bühler participates in E-Verify.