Technical Customer Support, Support Sr. (Printing Specialist)

NCSL International; Ciudad de México; Híbrido; MXN 798.000 - 1.242.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

Adaptable hours

Summer Flex Fridays

Focus Fridays

Annual well-being day

Descripción de la vacante

Zebra Technologies is seeking a technically skilled technical support engineer to resolve complex hardware and software issues across our printing portfolios, ensuring maximum uptime for critical environments. You'll diagnose print engines, calibrate sensors, and work with Zebra Setup Utilities and ZebraDesigner, while delivering excellent customer service via phone, email, and chat.

The role requires a Bachelor's degree and 4–5 years in technical support, with a hybrid work model and

Formación

• Bachelor's Degree or equivalent vocational qualification/experience in a related technical field.
• 4 to 5 years of proven experience in technical support, with emphasis on hardware maintenance (printing devices, RFID, and mobile tech highly preferred).
• Full understanding of job-related procedures and intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook).
• Exceptional verbal and written communication skills; ability to provide clear, concise information using professional language.

Responsabilidades

• Advanced Hardware & Software Troubleshooting: diagnose, troubleshoot, and repair print engines, label printers, and mobile printing units to reduce downtime.
• Customer Success & Escalation Management: act as primary escalation point for highly complex issues with data analysis and calm communication.
• Leadership & Process Improvement: mentor teammates, improve support processes, analyze data and report on center effectiveness.
• Translate technical concepts for customers and internal management, and build relationships with vendors and technology partners.

Conocimientos

Customer service

Technical troubleshooting

Printer hardware

RFID

Mobile printing

Microsoft Office

Educación

Bachelor's Degree

Herramientas

Zebra Setup Utilities

ZebraDesigner

Descripción del empleo

Overview

At Zebra, we are a community of innovators who come together to create new ways of working. United by curiosity and a culture of caring, we develop smart solutions that anticipate our customer's and partner's needs and solve their challenges. Being part of Zebra Nation means you are seen, heard, valued, and respected. Drawing from our unique perspectives, we collaborate to deliver on our purpose. Here you are part of a team pushing boundaries today to redefine the work of tomorrow for organizations, their employees, and those they serve. You'll have opportunities to learn and lead in a forward-thinking environment, defining your path to a fulfilling career while channeling your skills toward causes you care about-locally and globally. Come make an impact every day at Zebra.

What We're Looking For

This role is responsible for driving customer satisfaction and operational efficiency by resolving complex, escalated technical issues across our industrial, mobile, and RFID printing portfolios. Utilizing deep hardware and software expertise, the successful candidate will diagnose complex print engine failures, address high-tier calibration challenges, and ensure maximum uptime for critical business environments. Additionally, you will maintain standard-setting response times and proactively contribute to the continuous improvement of the Technical Support Team's printing diagnostic tools and processes.

Advanced Hardware & Software Troubleshooting

• Hardware Maintenance: Expertly diagnose, troubleshoot, and repair print engines, label printers, and mobile printing units to significantly reduce customer downtime.
• System Calibration: Configure menus, test sensors, and perform precise printhead adjustments to ensure optimal barcode and RFID readability.
• Software Integration: Utilize industry-leading tools, including Zebra Setup Utilities and ZebraDesigner, for seamless device configuration and custom label design.

Customer Success & Escalation Management

• Serve as the primary escalation point for resolving highly complex, diverse technical issues that require deep data analysis and critical thinking.
• Deliver exceptional technical support to customers via telephone, email, and chat, demonstrating active listening and empathy in high-pressure situations.
• Translate highly technical concepts into simple, easy-to-understand terms for both customers and internal management.

Leadership & Process Improvement

• Act as a mentor and escalation point to support and guide less experienced agents on the team.
• Develop, refine, and improve support processes, tools, and platform developments to enhance the overall customer experience.
• Analyze data and prepare detailed reports on the effectiveness and efficiency of the support center.
• Build and maintain strong relationships with vendors, internal technical teams, business leaders, and technology partners.

What We Are Looking For

• Education: Bachelor's Degree or equivalent vocational qualification/experience in a related technical field.
• Experience: 4 to 5 years of proven experience in technical support, with a strong emphasis on hardware maintenance (printing devices, RFID, and mobile technology highly preferred).
• Technical Proficiency: Full understanding of job-related procedures and intermediate to advanced skills in Microsoft Office (Word, Excel, Outlook).
• Communication Skills: Exceptional verbal and written communication skills; ability to provide clear, concise information using proper professional language.
• Core Competencies:
  • Strong customer service orientation with a dedication to resolving issues effectively.
  • Solid professional work behaviors (attendance, teamwork, time management).
  • Advanced problem-solving skills and the ability to evaluate moderately complex factors.
  • Intermediate to advanced skills in task delegation and follow-up.

Why Join Us?

We offer a collaborative environment where your technical expertise is valued, and your career growth is supported. Help us keep the world's supply chains, hospitals, and retail floors running smoothly.

Benefits

• We understand the importance of work-life balance and wellbeing, which is why we offer flexibility for our teams including: hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day to promote revitalization and success.

AI Technology Statement

Zebra Technologies leverages AI technology to evaluate job applications using objective, job-relevant criteria. This approach enhances efficiency and promotes fairness in the hiring process. However, every decision regarding interviews and hiring is made by our dedicated team, because we believe people make the best decisions about people. For more on how we use technology in hiring and how we process applicant data, see our Zebra Privacy Policy.