Technical Support Engineer

E80 Group; San Pedro Garza García; On-site; MXN 240,000 - 360,000; Full time

Job summary

E80 Group, a multinational developer of automated intralogistics, seeks a H24 Support Specialist in Monterrey to join the Technical Customer Service team. You will provide first-level assistance on all E80 devices installed at customers, supporting on-site technicians and reducing downtime through precise remote diagnostics.

Ideal candidates have 2–3 years in automation, strong PC knowledge, good English, and multitasking/problem-solving skills.

Qualifications

• Professional diploma.
• 2–3 years of automation experience.
• Solid PC knowledge.
• Good English language skills.
• Multitasking and problem-solving abilities.
• Good prioritization skills.
• Willingness to work shifts.
• Residence in Monterrey area.

Responsibilities

• Provide a first-level support, ensuring immediate connection in case of stop and guiding the customer through problem-solving until resolved.
• Explain and correctly realize the customer’s request, maintaining constant connection and managing tickets and notifications.
• Ensure proper priority management for active support requests.
• Inform the structure of possible non-conformities and promote potential improvement activity.
• Support E80 technicians employed in Customer Service.

Skills

English language

Multitasking

Problem-solving

Priority management

PC knowledge

Education

Professional diploma

Job description

Who Are We

E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors.

The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), that ensures the efficient integration of the systems, guaranteeing the optimal management of all operations: from the entry of raw materials to the storage, right through to shipping.

With 14 branches located worldwide, the Group believes in 5 values: Enthusiasm, Charisma, Know-How, Humility, Wisdom. These are the pillars of E80 Group's corporate culture, which is always close to customers, people, and the territory.

H24 Support Specialist

The H24 Support Specialist is inserted in the Technical Customer Service department which in E80 is responsible for ensuring the operating efficiency of plants installed. The resource is responsible for ensuring first-level assistance on all E80 devices installed at customers, supporting on-site the staff in troubleshooting in case of machines shut down and reducing intervention time by means an accurate remote diagnostic.

• Provide a support of first level, ensuring the immediately connection in case of stop and lead the customer in the problem-solving process - troubleshooting until the problem is resolved.
• Explain and correctly realize the customer’s request, and ensure constant connection, an appropriate management of ticketing and related notifications.
• Ensure proper priority management for active support requests
• Inform the structure of possible non-conformities and promote potential improvement activity
• Support E80 technicians employed in Customer Service.

• Professional diploma
• Work experience of at least 2/3 years in the field of automation
• Solid foundations of pc knowledge
• Good knowledge of the English language
• Multitasking and problem-solving expertise
• Good management of priorities
• Availability to work on shifts
• Currently living in Monterrey area

Qualified applicants will receive consideration.

E80 Group does not tolerate any kind of discrimination or offensive behavior against one's personality (for example, moral, sexual or other kind of harassment, intimidation, persecution and other), or social exclusion or unfair treatment due to nationality, race, colour, ethnic or social origin, membership of a national minority, property, birth, disability, age, sexual orientation, gender, genetic features, family status, religions or political views or physical disabilities, veteran status, citizenship status, marital status, or pregnancy. We honor our commitments under articles 1 and 18 of Law No. 68/1999 and give special consideration to candidates in protected categories.