Remote Support Technician

Description

**Remote Support Technician** A company's success depends on the passionate people who work there. Together, we share our talents. As one of the leading animal health companies, Ceva Santé Animale believes that our success is linked to our passionate people who research, develop, produce, and deliver innovative health solutions for all animals — contributing to the future of our diverse planet. We are committed to ensuring the highest possible level of care and welfare for farm animals (poultry, swine, ruminants), companion animals (dogs and cats), and wildlife. Our vision “Together, Beyond Animal Health” emphasizes that the health and welfare of people, animals, and our planet are fully interconnected. More than ever, Ceva is committed to a “One Health” approach. As part of our “Diversity, Inclusion and Equity” policy, Ceva Santé Animale is committed to the employability of people with disabilities and will make the necessary accommodations during the selection process to ensure inclusion and accessibility for all candidates. To request an accommodation, please contact a member of Ceva’s Human Resources team. **Your responsibilities:** * Prioritize requests according to urgency level. * Perform troubleshooting with customers remotely via machine connection, by phone, or through on-site visits. * Provide required technical expertise, aligned with needs and constraints, to field technicians and customers. * Assist customers in identifying the root cause of failures and defining the best solution, supported by technical specialists, thereby helping them resolve the issue. * Monitor interventions from opening to closure, recording all data in the CRM. * Inform customers about intervention steps, technical decisions, and timelines. * Identify potential spare parts requirements. * Ensure correct problem resolution, customer satisfaction, and intervention closure. * Develop and update documentation for technicians and customers; train teams when necessary. * Report recurring issues to responsible departments and the technical committee. * Propose improvements and contribute to continuous improvement initiatives. * Support remote installations. * Participate in preparing spare parts quotations, when required. * Participate in machine validation processes at the workshop. * Provide technical expertise during product launch meetings and proposal reviews. * Research parts for the Sales Administration department (using the Campus database or suppliers). * Perform on-call duties voluntarily. **Your profile:** * Technical degree in Industrial Automation or Mechatronics. * Solid knowledge of industrial automation and PLC programming. * Advanced English — you will work within a global team. * Strong customer relationship management skills. * Preferred: knowledge of the poultry industry. * Willingness to travel nationally and internationally. * Work location: Campinas and surrounding region (preferred).