Job description

OVERVIEW:

As a Customer Support Engineer, you will support customers remotely through the Customer Operations Centre (COPC) for customers under contract and without a contract. A critical role with customer exposure and high expectations on dedication and quality, you are responsible for issue resolution, managing the ticketing system and overall customer satisfaction.

TASKS:

• Provide troubleshooting and resolution of 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 business units
• Complete task management in ticketing system/service cloud and initiate quality notification process.
• Willingness to work according to a schedule in shifts and flexibility to work on weeknights and weekends on a rotating basis
• Support digital service solutions for our local organizations and directly to customers
• Proactive support based on data analytic dashboards, system notifications and early warnings from IoT
• Proactive communication with local organizations and specialists, and external customers

REQUIRED QUALIFICATIONS:

• Technical diploma or higher degree in mechanical, electrical or automation engineering or related field
• At least 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
• Strong 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

PREFERRED QUALIFICATIONS:

• Field Service experience
• Ability to read and interpret code of PLC programs

· Experience in industrial standards (ProfiNet, ProfiBus, network topology)

• Basic knowledge of: Windows Server, VMware, TIA Portal, SAP C4C, TeamViewer, STEP7
• Additional language skills are an asset (Spanish, Portuguese)

Ascendo is a certified minority owned staffing firm, and we welcome and celebrate diversity.

Ascendo is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, military service or any other characteristic protected by federal, state or local law.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• Monday to Friday

Education:

• Bachelor's (Required)

Experience:

• Manufacturing: 2 years (Required)
• Customer service: 2 years (Required)
• P&ID: 2 years (Required)
• HMI: 2 years (Required)

Work Location: Remote

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