REP 1, TECHNICAL SUPPORT

Knorr Bremse Group; Ciudad Acuña; Presencial; MXN 516,000 - 689,000; Jornada completa

Descripción de la vacante

A leading global brake technology company is seeking a Technical Support Representative in Ciudad Acuña, Mexico. The role involves providing on-site technical support to customers in the heavy-duty truck industry via a call center. Candidates should have a technical school certificate and strong communication skills, with experience in technical support being advantageous. The position requires the ability to handle multiple customer inquiries daily and provide effective solutions to product-related issues. Competitive benefits include work-life balance, paid leave, and wellness programs.

Servicios

Work-life balance with paid vacation & holiday paid time off

Christmas bonus

Gym membership

Educational assistance program

Formación

• 0–3 years technical support experience.
• 3+ years technical support representative experience is a plus.
• 7+ years technical support representative experience is a plus.

Responsabilidades

• Answer phone calls, emails and chats from customers needing technical support.
• Find solutions for customers and recommend new products.
• Handle an average of 30+ calls per day.

Conocimientos

Strong interpersonal and communication skills

Ability to influence and persuade

Fluent in English

Proficiency in Microsoft Office applications

Analytical skills

Educación

Technical school certificate or technical associate degree

Herramientas

Excel

Descripción del empleo

ON-SITE/REMOTE: On-site

Want to help shape tomorrow? At Bendix we’ve been doing it for 90 years… … setting the standard with advanced dynamic solutions that drive improved commercial vehicle performance and safety. We’re part of the Knorr-Bremse Group, the global leader in braking technologies. As part of our team, you’ll collaborate with a world of talented and dedicated colleagues whose sense of purpose complements your own. You’ll find rewarding opportunities, diverse experiences, partnerships, and an unwavering commitment to ethics and integrity. Innovation is part of our DNA. Achievement drives our culture. Learn more today! www.bendix.com/careers

JOB DESCRIPTION

Position Summary: This position will provide technical support, via a call center, to customers of the heavy-duty truck industry. The technical support includes but is not limited to product part number cross‑referencing and technical troubleshooting. The individual must be able to work in an environment where interactions can range from an individual truck‑down situation to a major Original Equipment (OE) customer calling for support.

Essential Functions

• Answer phone calls, emails and chats from customers having problems and needing answers for technical product questions, part number cross‑referencing, product applications and general troubleshooting.
• Find solutions for customers and recommend new products if needed, explaining how to repair technical issues in a way that the customer can understand with step‑by‑step instructions.
• Handle call levels ranging in the area of 30+ per day on average.
• Responsible for creating, maintaining, and closing call tickets throughout the support process.
• Understand resources such as product literature, data sheets, CVS‑PLM, and B2Bendix.Com to address customer needs.
• Navigate customers through Bendix.com.
• Liaison between customer and Customer Solutions Team to ensure closure on customer needs.
• Work holidays and outside the normal work timeframe to service customers in a 24/7 operation.

Knowledge

Knowledge (Level 1)

• Basic understanding of the operations of air brake systems for commercial vehicles.
• Knowledge of a call ticketing system (a plus).
• Proficient understanding of how to read and interpret product literature.

Knowledge (Level 2)

• Knowledgeable on all Bendix pneumatic products, functionality, features and the application of such products.
• Knowledge of a call ticketing system (a must).
• Advanced understanding of how to read and interpret product literature.

Knowledge (Level 3)

• Knowledgeable on all Bendix products, safety systems, including functionality features and the application of such products.
• Knowledge of a call ticketing system (a must).
• Expert understanding of how to read and interpret product literature.

Experience

Experience (Level 1)

• 0–3 years technical support experience.

Experience (Level 2)

• 3+ years technical support representative experience.
• Experience in an automotive environment (a plus).
• Experience as a customer service representative (a plus).

Experience (Level 3)

• 7+ years technical support representative experience.
• Experience in an automotive environment (a plus).
• Experience as a customer service representative (a plus).

Skills

• Ability to establish a professional, credible, and trusting relationship with the customer.
• Strong interpersonal, written, and oral communication skills.
• Active listener who strives for resolutions and drives actions and tasks to completion.
• Ability to influence and persuade to inspire action for both the customer and internal organizational team.
• Initiative‑taker who is action oriented, highly motivated, and possesses a strong sense of urgency.
• Capable of performing in a customer‑focused, team‑based matrix organization.
• Possesses analytical skills and is capable of utilizing appropriate tools such as Excel and system reports.
• Ability to understand and navigate governance, administration, and culture in the internal and external environment while demonstrating commitment to the organization and its customers.
• Ability to work through constraints that may be outside your control and manage stress quickly while remaining calm.
• Collaboration and ability to put team success before individual contributions; can work independently with minimal direction.
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel).
• Fluent in English; bilingual a plus.

Education

• Technical school certificate or technical associate degree.

Position Requirements: The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What does Bendix have to offer you?

• Work‑life balance that includes paid vacation & holiday paid time off
• Vacation premium
• Life insurance
• Christmas bonus
• Educational assistance program
• Wellness program
• Saving fund
• Pantry vouchers
• Permits paid for marriage or death of a direct relative
• Attendance bonuses
• Cafeteria subsidy
• Subsidy for prescription glasses
• Medical service in plant
• Recognition programs
• Gym membership