H24 Support Specialist

E80 Group; Monterrey; Híbrido; MXN 180.000 - 280.000; Jornada completa

Descripción de la vacante

E80 Group is seeking a H24 Support Specialist for its Technical Customer Service department in Monterrey. You will ensure first-level troubleshooting for installed devices, coordinating with customers and on-site staff to resolve issues efficiently.

The role requires automation background, strong English, and the ability to work in shifts while supporting field technicians and maintaining clear ticket communication.

Formación

• 2–3 years in automation field.
• Solid PC knowledge.
• Good command of English.
• Multitasking and problem-solving capabilities.
• Strong prioritization and time-management skills.
• Willingness to work in shifts.
• Currently living in Monterrey area.

Responsabilidades

• Provide first-level support, connecting quickly when a stop occurs and guiding the customer to resolution.
• Explain and fulfill the customer request with clear ticketing and notifications management.
• Maintain proper priority handling for active support tickets.
• Inform the team of non-conformities and suggest improvements.
• Support E80 technicians in Customer Service.

Conocimientos

Automation experience

English proficiency

Multitasking

Problem solving

Prioritization

Descripción del empleo

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E80 Groupis a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by theSM.I.LE80 software platform (Smart Integrated Logistics),which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With14 branches worldwide,the Group believes in the core values Ethics, Courage, Humility, and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

The H24 Support Specialist is inserted in the Technical Customer Service department which in E80 is responsible for ensuring the operating efficiency of plants installed. The resource is responsible for ensuring first-level assistance on all E80 devices installed at customers, supporting on-site the staff in troubleshooting in case of machines shut down and reducing intervention time by means an accurate remote diagnostic.

Responsibilities:

• Provide a support of first level, ensuring the immediately connection in case of stop and lead the customer in the problem-solving process - troubleshooting until the problem is resolved.
• Explain and correctly realize the customer’s request, and ensure constant connection, an appropriate management of ticketing and related notifications.
• Ensure proper priority management for active support requests
• Inform the structure of possible non-conformities and promote potential improvement activity
• Support E80 technicians employed in Customer Service.

Requirements:

• Work experience of at least 2/3 years in the field of automation
• Solid foundations of pc knowledge
• Good knowledge of the English language
• Multitasking and problem-solving expertise
• Good management of priorities
• Availability to work on shifts
• Currently living in Monterrey area

Qualified applicants will receive consideration.
E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.