Manufacturing Support Specialist

epicorsoftware; Monterrey; Hybrid; MXN 380,000 - 580,000; Full time

Benefits offered by this job

Health and Wellness benefits

LinkedIn Learning licenses

Mentoring program

Education support

Global mobility support

Career development opportunities

Job summary

Epicor is seeking a Manufacturing Support Specialist to diagnose and resolve software and system issues while delivering exceptional customer experiences.

The role involves troubleshooting client-server applications, collaborating with various teams, and staying current with product updates in a fast-paced environment.

Qualifications

• 3+ years of applicable experience in technical support or a related field.
• Experience in SaaS or e-Commerce environments.
• Strong analytical and technical skills with experience troubleshooting SQL or ERP systems.
• Adaptability and willingness to learn new technologies and processes.
• Comfortable working with performance targets and service-level expectations.

Responsibilities

• Diagnose and resolve software and system issues via phone, email, or chat.
• Troubleshoot client-server applications involving SQL, web servers, payment terminals, printers, and mobile devices.
• Respond to complex cases using strong technical knowledge and customer-centric communication.
• Stay current with software updates to provide timely support.
• Assist with system setup, configuration, and integration tools.
• Collaborate with internal departments to address customer concerns.
• Mentor teammates and contribute to the knowledge base.

Skills

Problem-solving

Troubleshooting

Communication skills

Customer service

Software knowledge

Independent work

Tools

Microsoft SQL

ERP systems

Job description

The Manufacturing Support Specialist is focused on diagnosing and resolving software and system issues while providing an exceptional customer experience. This role involves applying technical expertise, sound judgment, and effective communication to troubleshoot, document, and resolve client-server application challenges in a fast-paced environment.

What you will be doing:

• Conferring with customers via phone, email, or chat to identify technical or system issues, troubleshoot, repair, and test solutions, documenting findings and escalating when necessary.

• Following established procedures to resolve client-server software application issues involving Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/iOS devices.

• Responding to complex cases where standard procedures may not apply, using strong technical knowledge and customer-centric communication to deliver effective solutions.

• Staying current with software updates and changes to ensure timely and accurate support to customers.

• Assisting with system setup, configuration, and the use of programming or integration tools that aid in customization, extension, and integration of products.

• Collaborating with internal departments such as customer experience and sales to address and resolve customer concerns.

• Supporting team members by mentoring and sharing best practices, and contributing to the department’s knowledge base and FAQs.

What you will likely bring:

• Strong problem-solving and troubleshooting skills

• Excellent communication skills, both verbal and written

• Customer service orientation and the ability to manage multiple priorities

• Knowledge of software application fundamentals and related business processes

• Ability to work independently and collaboratively in a fast-paced, high-volume environment

What could set you apart:

• 3+ years of applicable experience in technical support or a related field

• Experience in SaaS or e-Commerce environments

• Strong analytical and technical skills with experience troubleshooting SQL or ERP systems

• Adaptability and willingness to learn new technologies and processes

• Comfortable working with performance targets and service-level expectations

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About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.

• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.

• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.

• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.

• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.

• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.

• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you— that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.