Role: Technical Support Specialist

Location: Centrum Park, Transicold - CDMX

Full/ Part-time: Full Time, Monday to Friday, 7:00 AM to 4:30 PM

Build a career with confidence

Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About the role

The Technical Support Specialist is responsible for providing a high level of customer support and troubleshooting assistance for all Sensitech products, services, and solutions. This position involves effective diagnostic evaluation of end-user customer needs and uses good judgment and timeliness in responding to and resolving each issue, request, or complaint to the customers' satisfaction.

Key Responsibilities:

As a Technical Support Specialist, you'll be responsible for:

• Provide support and troubleshooting for all Sensitech products, services, and solutions.
• Respond to customer inquiries received via telephone, email, voicemail, and ticketing system in a timely manner.
• Learn and master specific company products, their technical requirements, and modes/methods of operation.
• Communicate with end users to solve problems via face-to-face interaction, telephone, remote PC applications, and/or email.
• Maintain a high standard of customer satisfaction while following Sensitech policies, procedures, and warranties.
• Manage coordination of Technical Service Case Management processes using the global ERP system.
• Review existing procedures to ensure compliance with current practice and Sensitech's Quality System.
• Collaborate with internal sales representatives, analysts, program managers, engineering, C3, and other support members to resolve customer issues.
• Conduct hardware evaluation of electronics and provide evaluation reports to customers.
• Log and track support calls in the designated ERP and ticketing system(s), prioritize and escalate jobs as required.
• Identify trends in support calls and develop documentation to address frequently reported problems.
• Brief customers and management on the status of current resolution efforts and attend daily/weekly meetings as required.
• Recommend means for product or system improvements, including procedural steps, increased training, and enhanced documentation.
• Conduct deep dive investigations to discover the root cause of issues and escalate as necessary.
• Access software updates, drivers, knowledge bases, and FAQs to assist with end-user issues.
• Assist the team to meet cost delivery services metrics benchmarks consistently.
• Develop and/or maintain standard troubleshooting documentation.
• Facilitate responses to customer complaints and manage communications in response to confirmed field failures.
• Assist with the development and testing of newly designed products for operational integrity and function.
• Conduct product training for Technical Service Representatives and assist them in designing and managing effective support solutions.

Requirements

We are looking for people who are Technical Support Specialist. If this is you, get in touch.

As a minimum you must have:

• Minimum of a high school diploma; Engineering in Electrical preferred.
• 1+ year of experience in technical support.
• Advanced English proficiency.
• Proficiency in Microsoft Office Suite.
• Network background preferred.

Soft skills:

• Strong written and verbal communication skills.
• Excellent customer service skills.
• Ability to work effectively in a team with different departments and external partners.
• Strong problem-solving and troubleshooting abilities.

Key Competencies:

• Passion for customer satisfaction.
• Ability to act quickly and achieve results.
• Willingness to innovate and pursue sustainable solutions.
• Commitment to building the best teams and empowering them.

Benefits

We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance

• Drive forward your career through professional development opportunities

Our commitment to you

Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers.

We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.

Join us and make a difference.

Apply Now!