Product Support Senior Representative

Acuity; Ciudad de México; On-site; MXN 520,000 - 630,000; Full time

Job summary

Acuity is seeking a Product Support Senior Representative to provide technical and commercial support across Mexico and Latin America. You will bridge market needs with internal teams, collaborating with Sales, Marketing, Product Management, Engineering, Laboratory, and Supply Chain.

You will support product lifecycles, including launches, documentation, training, troubleshooting, and regulatory compliance, while adapting technical information for Mexican and Latin American markets.

Qualifications

• Advanced English required across internal and external communications.
• Excellent written and verbal communication in bilingual settings.
• Experience coordinating with cross-functional teams (Sales, Marketing, Product, Engineering).

Responsibilities

• Provide technical and commercial support to customers, distributors, agencies, and sales teams across Mexico and Latin America.
• Support product launches, trainings, documentation, and commercialization activities.
• Prepare product specs, test reports, photometric information, and electrical/mechanical docs.
• Deliver technical training, webinars, and customer presentations; support trade shows.
• Troubleshoot technical/quality issues with internal teams.
• Translate/update technical docs for Spanish-speaking markets.
• Coordinate NOM certification processes with testing labs in Mexico.
• Engage with regulators and industry groups (e.g., CONUEE, CANAME, ANCE).
• Collaborate on product management, marketing, and roadmap initiatives.
• Identify market needs and technology trends for the product roadmap.

Skills

Advanced English

Communication skills

Project management

Independent multitasking

Regulatory knowledge

NOM certification knowledge

Tools

Power BI

Oracle

PDF editors

Microsoft Office

Job description

The Product Support Senior Representative will be responsible for providing technical and commercial support to customers, distributors, agencies, and sales teams across Mexico and Latin America. This position will serve as a key link between market needs and internal teams, collaborating closely with Sales, Marketing, Product Management, Engineering, Laboratory, and Supply Chain.

The position will support the product lifecycle, including product launches, technical documentation, training, troubleshooting, and regulatory requirements. The role will also be responsible for adapting and translating technical information for the Mexican and Latin American markets, supporting project development and commercial strategies.

Key Tasks & Responsibilities (Essential Functions)

• Provide technical support to customers, distributors, agencies, and sales teams across Mexico and Latin America.
• Support product launches, training programs, technical documentation, and commercialization activities.
• Prepare and provide product specifications, test reports, photometric information, and electrical and mechanical documentation.
• Deliver technical training, webinars, customer presentations, and trade show support.
• Troubleshoot technical and quality issues in collaboration with Sales, Engineering, Customer Service, and other internal teams.
• Maintain, translate, and update technical product documentation and literature in Spanish.
• Support NOM certification processes and coordinate with testing laboratories in Mexico.
• Maintain relationships with regulatory organizations, industry associations, and other stakeholders, including CONUEE, CANAME, and ANCE.
• Collaborate on Product Management, Marketing, product development, and commercial strategy initiatives.
• Identify market needs, technology trends, and customer requirements that may contribute to the product roadmap.

Skills and Minimum Experience Required

• Advanced English skills
• 3–5 years of relevant professional experience, providing technical support
• Previous experience with lighting products, electrical products, or related industries
• Knowledge of photometry, lighting standards, and regulations.
• Ability to interpret test reports and electrical and mechanical testing documentation.
• Ability to interpret information related to luminaires, drivers, sensors, and wiring (preferred)
• Knowledge of national and international regulations applicable to electrical and lighting products (preferred)
• Experience or knowledge of NOM certification processes is highly relevant (preferred)
• Excellent communication and collaboration skills.
• Ability to explain technical information to different audiences.
• Strong problem-solving and attention-to-detail skills.
• Ability to work independently and manage multiple priorities.
• Experience with project management and meeting deadlines.
• Proactive mindset and ability to work in a dynamic environment.
• Proficiency in Microsoft Office.
• Experience with Power BI, Oracle, PDF editors, or similar tools is preferred.

Travel Requirements

• Ability to work with teams and customers across Mexico and Latin America (25-30%)