Customer Support Engineer

Grupo TECMA; Ciudad Juárez; On-site; MXN 350,000 - 480,000; Full time

Job summary

Grupo TECMA seeks a Customer Support Engineer to deliver high-quality technical assistance for industrial products and connected solutions. You will be the main contact for customers, offering remote technical support, troubleshooting, and product guidance via phone, email, and web tools.

The role requires a technical degree and advanced English; you will diagnose issues, explain solutions clearly, and support across international teams, while maintaining high customer satisfaction.

Qualifications

• Technical degree or Bachelor's degree in Electrical Engineering, Electromechanical Engineering, Mechatronics, Automation, or a related field.
• Advanced English level – written and spoken.
• Previous experience in customer technical support, product support, technical service, or a related position.

Responsibilities

• Provide remote technical support to customers via phone, email, and web-based platforms.
• Troubleshoot technical and product-related issues and guide customers through resolution steps.
• Support customers with product operation, configuration, installation, and application-related questions.
• Provide technical assistance related to electrical panels, VFDs, industrial controls, and pump applications.
• Clearly explain technical information and troubleshooting procedures to customers.
• Identify customer needs and recommend appropriate technical solutions or next steps.
• Document customer inquiries, technical issues, troubleshooting activities, and resolutions.
• Escalate complex technical issues to Product Managers, Engineering, or Product Development teams.

Skills

Technical troubleshooting

Customer service

Communication

Multitasking

English language

Education

Electrical Engineering / related field

Bachelor's degree

Tools

Microsoft Office

Job description

We are looking for a Customer Support Engineer to provide high-quality technical assistance and customer support for industrial products and connected solutions.

This position will serve as a key point of contact for customers, providing remote technical support, troubleshooting, and product guidance through phone, email, and web-based communication tools.

The ideal candidate combines a technical background, strong troubleshooting skills, and excellent customer service abilities to understand customer needs, diagnose technical issues, and provide clear and effective solutions.

Key Responsibilities

• Provide remote technical support to customers via phone, email, and web-based platforms.
• Troubleshoot technical and product-related issues and guide customers through resolution steps.
• Support customers with product operation, configuration, installation, and application-related questions.
• Provide technical assistance related to electrical panels, VFDs, industrial controls, and pump applications.
• Clearly explain technical information and troubleshooting procedures to customers.
• Identify customer needs and recommend appropriate technical solutions or next steps.
• Document customer inquiries, technical issues, troubleshooting activities, and resolutions.
• Escalate complex technical issues to Product Managers, Engineering, or Product Development teams when necessary.
• Follow up with customers to ensure technical issues are properly resolved.
• Identify recurring product issues and communicate customer feedback to internal teams.
• Collaborate with international and cross-functional teams.
• Maintain a high level of customer satisfaction and technical service quality.
• Support connected products, cloud-based solutions, and industrial applications.
• Manage multiple customer inquiries and technical cases simultaneously.

Requirements

• Technical degree or Bachelor's degree in Electrical Engineering, Electromechanical Engineering, Mechatronics, Automation, or a related field.
• Advanced English level – written and spoken.
• Previous experience in customer technical support, product support, technical service, or a related position.
• Technical knowledge of electrical systems, electrical panels, VFDs, industrial controls, or pump applications.
• Strong technical troubleshooting and problem-solving skills.
• Ability to understand and clearly explain technical information.
• Excellent phone etiquette and customer service skills.
• Strong verbal and written communication skills.
• Ability to multitask and manage multiple customer cases.
• Knowledge of Microsoft Office and web-based applications.