Tech Support Engineer — IoT & Hardware Solutions

Carrier; Tlalnepantla; Presencial; MXN 391.000 - 614.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive total rewards package

Equal Opportunity Employer

Descripción de la vacante

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

Responsibilities include managing ERP-driven case workflows, performing hardware evaluations, and contributing to knowledge base materials while supporting continuous improvement and product validation activities.

Formación

• Minimum 6 years of relevant technical support experience.
• Advanced English communication skills, both written and verbal.
• Experience supporting hardware and software products.
• Experience with ERP systems and technical case management tools.
• Exposure to CAPA/CAR and quality management processes.

Responsabilidades

• Providing technical support and troubleshooting for Sensitech products and solutions via phone, email, remote tools, and in-person interactions.
• Investigating, responding to, and resolving customer inquiries in a timely and professional manner.
• Developing expertise in product functionality, technical requirements, and operational usage.
• Managing Technical Service Case Management activities through the ERP system, including 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, and other internal teams to resolve issues and prevent recurrence.
• Identifying recurring technical issues and contributing to improved documentation and knowledge resources.
• Participating in daily/weekly meetings and updating on case progress and resolution.
• Performing root cause investigations and escalating through CAPA/CAR processes when necessary.
• Creating and maintaining troubleshooting guides, technical documentation, and support materials.
• Assisting with customer complaint investigations and field failure analysis.

Conocimientos

Technical support

Troubleshooting

Advanced English

ERP systems

Root cause analysis

Educación

AA/AS or equivalent

Herramientas

ERP software

Descripción del empleo

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

Responsibilities include managing ERP-driven case workflows, performing hardware evaluations, and contributing to knowledge base materials while supporting continuous improvement and product validation activities.