HVAC Maintenance and Customer Support

Midea Latam North; Cancún; Presencial; MXN 551,000 - 828,000; Jornada completa

Descripción de la vacante

A global home appliance company is seeking an HVAC Maintenance and Customer Support specialist in Cancún, Quintana Roo. This role requires technical support, monitoring after-sales service quality, and managing service operations. Candidates should possess a Bachelor's degree in Engineering and have over 3 years of experience in HVAC customer service. Join us to enhance customer satisfaction and contribute to continuous product improvement.

Formación

• 3+ years of experience in after-sales service or HVAC technical support.
• Proven experience managing service operations with third-party partners.
• Advanced English proficiency.

Responsabilidades

• Provide technical support to service partners and customers.
• Monitor and analyze after-sales service KPIs.
• Manage returns and exchanges process including logistics.

Conocimientos

Technical support skills

Customer service orientation

Problem-solving abilities

Educación

Bachelor's degree in Engineering

Descripción del empleo

Midea Group is one of the world’s largest home appliance and air solutions groups. Every day, we work to make life easier, more efficient, and more connected. Our culture is rooted in innovation, collaboration, and operational excellence—and we believe in the power of our people to drive meaningful change.

HVAC Maintenance and Customer Support

You will be responsible for ensuring the highest level of customer satisfaction and service quality for Midea Building Technologies Products. This role will focus on supporting national service partners, monitoring service operations, technical support and driving continuous improvement in after-sales processes.

What will your mission be?

• Provide technical support to service centers, distributors, and customers, ensuring timely resolution of service requests, act as a liaison between regional service teams, distributors, and headquarters to address escalations and complex cases and ensure proper implementation of MIDEA’s warranty policies, service standards, and procedures.
• Monitor and analyze after-sales service KPIs and Conduct regular audits of service partners to ensure compliance with MIDEA’s service quality requirements. Also, coordinate training programs for service centers to enhance technical knowledge and service capabilities.
• Managing the returns and exchanges process, including handling return authorizations, issuing refunds or replacements, and coordinating with logistics for reverse logistics and product disposal or refurbishment.
• Maintain and update service manuals, technical bulletins, and training materials in Spanish and English. And identify gaps in service processes and propose solutions to improve efficiency, cost-effectiveness, and customer satisfaction. Also, collaborate with product, sales, and supply chain teams to provide feedback from the field for continuous product improvement.

Who are we looking for?

• Bachelor's degree in Engineering.
• Advanced English.
• +3 years of experience in after-sales service, technical support in HVAC, or customer service roles in HVAC.
• Proven experience managing service operations and working with distributors, service centers, or third-party partners.

Location: Cancún, Quintana Roo

Reports to: HVAC Service Lead

Why MIDEA?

Because we are a global company with a regional mindset. Because your talent knows no boundaries. And because we are building a smarter, more connected, and more human future for millions of people around the world.

Apply now and take your career to the next level!