H24 Support Specialist

E80 Group; San Pedro Garza García; On-site; MXN 180,000 - 300,000; Full time

Job summary

E80 Group is seeking a H24 Support Specialist to join the Technical Customer Service team in Monterrey. You will provide first-level assistance on all E80 devices installed at customers, supporting on-site and via remote diagnostics to reduce downtime.

Responsibilities include immediate incident response, guiding customers through problem-solving, managing tickets and notifications, prioritizing active requests, reporting non-conformities, and assisting E80 technicians in Customer Service.

Qualifications

• Professional diploma required.
• 2–3 years of work experience in 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 the Monterrey area.

Responsibilities

• Provide a first-level support, ensuring immediate connection in case of stop and guide the customer through problem-solving until resolved.
• Explain and correctly realize the customer’s request, maintain constant connection, and manage tickets 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.

Skills

Multitasking

Problem-solving

English language

PC knowledge

Prioritization

Shift work

Monterrey area resident

Education

Professional diploma

Job description

Who We Are

E80 Group is 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 the SM.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.

With 14 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

• Professional diploma
• 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.