Technical Customer Support, Support Sr. (Printing Specialist)

Zebra Technologies Corporation; México; Hybride; MXN 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Hybrid work

Flexible hours

Well-being day

Résumé du poste

Zebra Technologies Corporation is seeking a skilled technical support specialist to resolve complex hardware and software issues across printing portfolios. You will diagnose print engines, calibrate systems, and ensure maximum uptime for critical environments.

Required are 4–5 years in technical support with hardware maintenance, strong MS Office skills, and excellent communication. Hybrid work options and a focus on continuous improvement are offered.

Qualifications

• Bachelor's degree or equivalent in a technical field.
• 4–5 years of proven experience in technical support, with emphasis on hardware maintenance.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication in professional language.

Responsabilités

• Diagnose, troubleshoot, and repair print engines, label printers, and mobile printing units to minimize downtime.
• Configure calibration settings and test sensors to ensure barcode/RFID readability.
• Provide exceptional technical support via phone, email, and chat; communicate clearly to customers and management.
• Mentor less experienced agents and contribute to process improvements in the support center.

Connaissances

Technical support

Hardware maintenance

System calibration

Software integration

Microsoft Office

Communication skills

Formation

Bachelor's Degree or equivalent in a technical field

Outils

Microsoft Office

Description du poste

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