Senior Technical Support Specialist — Hardware & IoT

Carrier; Tlalnepantla; Presencial; MXN 250.000 - 320.000; Jornada completa

Descripción de la vacante

Carrier is seeking a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. You will troubleshoot hardware and software, manage service cases, and collaborate with cross-functional teams to ensure timely resolutions.

This role offers opportunities to contribute to customer satisfaction, participate in continuous improvement, and help develop monitoring and tracking solutions. Strong English, multi-tasking, and problem-solving skills are essential.

Formación

• High school diploma, AA/AS, or equivalent post-secondary technical training.
• Minimum of 6 years of relevant technical support experience.
• Advanced English communication skills, both written and verbal.
• Strong troubleshooting and technical problem-solving capabilities.
• Experience supporting both hardware and software products.
• Excellent communication skills with the ability to assist customers of varying technical backgrounds.
• Strong organizational skills and the ability to manage multiple priorities.
• Ability to work effectively in a fast-paced, customer-focused environment.

Responsabilidades

• Providing technical support and troubleshooting for Sensitech products, services, and solutions through phone, email, remote tools, and in-person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Developing expertise in Sensitech product functionality, technical requirements, and operational usage.
• Managing Technical Service Case Management activities through the global ERP system, including case logging, tracking, prioritization, and escalation.
• Conducting hardware evaluations of electronic devices and preparing detailed assessment reports for customers.
• Collaborating with Sales, Analysts, Program Managers, Engineering, C3, and other internal teams to resolve issues and prevent recurrence.
• Identifying recurring technical issues and contributing to improved documentation and knowledge management resources.
• Participating in daily and weekly operational meetings and providing updates on case progress and resolution.
• Supporting continuous improvement efforts and recommending enhancements to products, systems, and processes.
• Performing root cause investigations and escalating issues through CAPA/CAR processes when necessary.
• Creating and maintaining troubleshooting guides, technical documentation, and support materials.
• Assisting with customer complaint investigations and confirmed field failure analysis.
• Supporting product validation activities through testing of new product designs and functionality.
• Delivering product training for Technical Service Representatives and contributing to support solution development.
• Performing additional duties and projects as assigned.

Conocimientos

Customer-focused

Technical troubleshooting

Hardware and software support

English communication

Multi-tasking

Educación

High school diploma

AA/AS or equivalent

Herramientas

ERP systems

Technical case management tools

CAPA/CAR processes

Descripción del empleo

Carrier is seeking a Technical Support Specialist to provide expert support for Sensitech products, services, and solutions. You will troubleshoot hardware and software, manage service cases, and collaborate with cross-functional teams to ensure timely resolutions.

This role offers opportunities to contribute to customer satisfaction, participate in continuous improvement, and help develop monitoring and tracking solutions. Strong English, multi-tasking, and problem-solving skills are essential.