Technical Support Coordinator

Vertiv; Ciudad de México; Presencial; MXN 1,466,000 - 1,833,000; Jornada completa

Descripción de la vacante

A leading technology company in Mexico City is seeking a Technical Leader to manage technical support for Data Center products. This role involves overseeing service readiness, documentation standards, and direct engagement with key customers. The ideal candidate will have a Bachelor's degree in engineering and 7-10 years of relevant experience, with strong communication skills and technical expertise. Competitive compensation and growth opportunities are provided.

Formación

• Minimum of 18 months in current position required.
• Advanced English proficiency is essential for technical communication.
• Demonstrated ability to lead technical teams in a support environment.

Responsabilidades

• Review and approve root cause analyses and technical documentation.
• Act as escalation point for technical cases related to Data Center products.
• Oversee service readiness activities for New Product Introductions.

Conocimientos

Technical knowledge in mechanical systems

Excellent communication skills

Strong writing and documentation skills

Teamwork

Customer-oriented mindset

Educación

Bachelor’s degree in Electrical, Mechanical, or Mechatronics Engineering

Herramientas

CRM systems

Ticketing systems

SharePoint

Descripción del empleo

Technical Leadership & Escalation Point

• Review and approve root cause analyses (RCA) and customer-facing technical documentation prepared by the team.
• Act as a Tier II/III escalation point for complex technical cases related to Data Center products, especially Thermal Management systems.
• Support remote diagnostics and analysis, ensuring alignment with Vertiv documentation and regional compliance standards.

Service Readiness & Project Support

• Oversee service readiness activities for New Product Introductions (NPI), including training, spare parts availability, and tools.
• Validate part numbers and BOMs for retrofits, replacements, and commercial project quotes in coordination with the commercial services team.
• Engage with regional and global forums to represent local needs and ensure alignment with global support strategy.

Process Improvement & Knowledge Management

• Promote the continuous improvement of support protocols, documentation standards, and libraries (e.g., TKO, SharePoint).
• Consolidate and report on common technical issues to drive product and service improvements.
• Suggest updates to training materials, libraries, and internal procedures based on recurring inquiries and support trends.

Customer & Stakeholder Engagement

• Act as a technical liaison for key customers during critical support cases or strategic service discussions.
• Collaborate with sales, service delivery, and engineering teams to provide technical insight into complex solutions.
• Represent the team in cross-functional meetings and support Vertiv’s customer-first culture.

Education & Certification:

• Bachelor’s degree in Electrical, Mechanical, or Mechatronics Engineering (required).
• Advanced English proficiency is essential, particularly for regional collaboration and global technical communication (written and spoken).

Requirements:

• Internal candidates must notify their immediate supervisor and have at least 18 months in their current role before applying. Interested candidates must notify their current immediate supervisor and obtain authorization before applying.
• Minimum of 18 months in the current position.
• Solid technical knowledge in mechanical systems, electrical fundamentals, and data center infrastructure.
• Demonstrated ability to lead or coordinate technical teams in a service support environment.
• Excellent communication skills, teamwork, and a customer-oriented mindset.
• Strong writing and documentation skills in the local language.
• Advanced command of computer tools and service platforms (e.g., CRM, ticketing systems, SharePoint).
• Familiarity with Quality and HSE standards.
• Willingness to travel occasionally within the region.

Years of experience: 7-10 years