Digital Factory Support Analyst-CMES

Carrier Klimatechnik GmbH; Monterrey; On-site; MXN 420,000 - 640,000; Full time

Job summary

Carrier is seeking a Digital Factory Support Analyst in Monterrey to serve as the first line of CMES support for factory users, ensuring system stability and rapid issue resolution to minimize production disruption. You will handle Level 1/2 incidents, coordinate with development or infrastructure teams, maintain guides and knowledge bases, and support onboarding.

Strong English, writing skills, and MES familiarity are required.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or equivalent.
• Proven analytical and troubleshooting abilities.
• Proficiency in technical writing and documentation.
• Excellent written and spoken English.
• Experience with ticket management and ticketing tools.
• Proficiency in Microsoft tools (SharePoint, Word, Visio).
• Understanding MES or manufacturing processes (nice to have).
• ITIL experience or certification (nice to have).

Responsibilities

• Act as Level 1 and Level 2 support for CMES incidents from factories, including logging, prioritizing, troubleshooting, and root cause analysis.
• Coordinate escalations to development or infrastructure teams and keep stakeholders updated on status and timelines.
• Monitor CMES performance and availability, identify recurring issues, and proactively flag risks to production continuity.
• Create and maintain user guides, troubleshooting playbooks, FAQs, knowledge base articles, and SharePoint repositories with proper version control.
• Guide factory users on CMES functionality and support onboarding and training of new users.
• Analyze support trends to reduce recurring issues and improve system usability with product and development teams.
• Support User Access Reviews and Privileged Access Reviews, and provide documentation for audits.
• Contribute to Disaster Recovery Plan documentation and participate in recovery simulations and tabletop exercises.
• Participate in on-call rotations for critical production issues.

Skills

Analytical

Organized

Communication

English proficiency

Education

Bachelor's degree in Information Technology or Computer Science

Tools

SharePoint

Word

Visio

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting‑edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life‑saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world‑class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role

As a Digital Factory Support Analyst, you will be the first line of support for our factories using the CMES application, keeping systems stable, resolving issues quickly, and minimizing any disruption to production. You will be the primary link between factory users and technical teams, while driving standardization and continuous improvement through clear documentation and knowledge management.

Key Responsibilities

As a Digital Factory Support Analyst, you’ll be responsible for:

• Acting as Level 1 and Level 2 support for CMES incidents from factories, including logging, prioritizing, troubleshooting, and root cause analysis
• Coordinating escalations to development or infrastructure teams and keeping stakeholders updated on status and resolution timelines
• Monitoring CMES performance and availability, identifying recurring issues, and proactively flagging risks to production continuity
• Creating and maintaining user guides, troubleshooting playbooks, FAQs, knowledge base articles, and SharePoint repositories with proper version control
• Guiding factory users on CMES functionality and supporting the onboarding and training of new users
• Analyzing support trends to reduce recurring issues and improve system usability, in collaboration with product and development teams
• Supporting User Access Reviews and Privileged Access Reviews, and providing documentation and evidence for internal and external audits
• Contributing to Disaster Recovery Plan documentation and participating in recovery simulations and tabletop exercises
• Participating in on‑call rotations for critical production issues

Requirements

We are looking for people who are analytical, organized, and great communicators. If this is you, get in touch.

As a minimum you must have:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent
• Proven analytical and troubleshooting abilities
• Proficiency in technical writing and documentation
• Excellent written and spoken English
• Experience with ticket management and ticketing tools
• Proficiency in Microsoft tools (SharePoint, Word, Visio)

Although not necessary, it would be nice if you have:

• Understanding of MES and manufacturing processes
• ITIL experience or certification

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.